1 reviews | Active since Jun 2016
Failure to reschedule flight
<p style="color: #555555;">I purchased a return flight from Johannesburg to Cape Town through Flight Centre at The Glen Mall in Glenvista, for a trip departing 12 June and returning 16 June that I sadly had to cancel due to unforeseen circumstances.</p> <p style="color: #555555;">The airline ticket was for Kalula.com and when I cancelled that trip, I was clearly instructed telephonically by Flight Centre that i could not receive a refund, which I fully understand however I was told I had the option to reschedule the ticket to be used with 3 months.</p> <p style="color: #555555;">I have now attempted to do exactly that for mid July however Flight Centre refuses.</p> <p style="color: #555555;">This is clearly unacceptable on behalf of Flight Centre and Kalula.com.</p>
Thank you for taking the time to write to us. Customer satisfaction is important to us and constructive feedback, such as yours, plays a vital role in any developmental areas within our operation.
We do understand your frustration when you missed your flight . With regards to the missed flight : kulula.com has adopted a revised No-show policy with effect from 23 March 2012 . It aims to protect kulula inventory through applying industry best practice by cancelling any down-line or return inventory when a customer no shows and releases it back into the system. This procedure aims to make provision for the business to recoup costs that are incurred when customers reserve seats and no show without prior notice or cancellation of these reservations.
The consumer has the right to cancel an advance booking or reservation prior to the date and time agreed for the provision of a service .the implication is that if the date and time for the provision of a service arrives and the consumer is not present to receive the service, the consumer then forfeits the monies paid for that service if the supplier is ready and able to perform in terms of the contract. Because it was not possible for us to re-market and sell the ticket in the time frame available, we are therefore obliged to charge a 100% cancellation fee with respect to the fare.
Kindly contact your travel agent for further enquiries in this regard . Thank you for allowing me the opportunity of a response and I am extremely apologetic if you feel let down on this occasion .
Bye for now,
Fazila Khan
Customer Relations
Thank you for taking the time to write to us. Customer satisfaction is important to us and constructive feedback, such as yours, plays a vital role in any developmental areas within our operation.
We do understand your frustration when you missed your flight . With regards to the missed flight : kulula.com has adopted a revised No-show policy with effect from 23 March 2012 . It aims to protect kulula inventory through applying industry best practice by cancelling any down-line or return inventory when a customer no shows and releases it back into the system. This procedure aims to make provision for the business to recoup costs that are incurred when customers reserve seats and no show without prior notice or cancellation of these reservations.
The consumer has the right to cancel an advance booking or reservation prior to the date and time agreed for the provision of a service .the implication is that if the date and time for the provision of a service arrives and the consumer is not present to receive the service, the consumer then forfeits the monies paid for that service if the supplier is ready and able to perform in terms of the contract. Because it was not possible for us to re-market and sell the ticket in the time frame available, we are therefore obliged to charge a 100% cancellation fee with respect to the fare.
Kindly contact your travel agent for further enquiries in this regard . Thank you for allowing me the opportunity of a response and I am extremely apologetic if you feel let down on this occasion .
Bye for now,
Fazila Khan
Customer Relations
Thank you for allowing me to respond .
Kindly note , As from 1 July, kulula.com will no longer be monitoring this site. Please contact us directly on
Fazila Khan
Thank you for allowing me to respond .
Kindly note , As from 1 July, kulula.com will no longer be monitoring this site. Please contact us directly on
Fazila Khan
Good Day
While I appreciate a reply.
Unfortunately it would appear you have not understood my complaint. This was clearly a generic response generated and lacked sufficient understanding of my complaint.
To clarify, I was not a "no-show" and made a successful effort to provided several weeks notice of my intention, to cancel my flight for the original dates and requested an opportunity to reschedule alternative dates.
Considering the time frame in question it is highly unlikely that it would take 6 to 8 weeks for an airline as successful as Kalula. Com to fill the seat.
Furthermore it should also be said that flight centre's has made no effort to assist or remedy the situation.
I was never expressly informed by Flight Centre or Kalula.com that regardless that a few weeks notice would be insufficient a time frame to reschedule my ticket.
Can I assume based on your aforementioned response that you have no intention of assisting me?
Good Day
While I appreciate a reply.
Unfortunately it would appear you have not understood my complaint. This was clearly a generic response generated and lacked sufficient understanding of my complaint.
To clarify, I was not a "no-show" and made a successful effort to provided several weeks notice of my intention, to cancel my flight for the original dates and requested an opportunity to reschedule alternative dates.
Considering the time frame in question it is highly unlikely that it would take 6 to 8 weeks for an airline as successful as Kalula. Com to fill the seat.
Furthermore it should also be said that flight centre's has made no effort to assist or remedy the situation.
I was never expressly informed by Flight Centre or Kalula.com that regardless that a few weeks notice would be insufficient a time frame to reschedule my ticket.
Can I assume based on your aforementioned response that you have no intention of assisting me?