Greedy Kulula. Com

On May 16th 2020 my mom Brenda Paledi (a pensioner) booked a flight to Cape Town with Kulula airline to visit my sister. Unfortunately due to lockdown she was not able to travel. She requested a refund and she was told she can't have a refund but she can use the ticket at a later stage.

On February 1, 2022 at 8:25 am she made contact with Kulula to inform them that she would like to use her ticket to Cape Town (to celebrate her birthday) on 11 February 2022. Kulula did not respond to her nor my cousin who made the booking on her behalf.

She had to buy another set of tickets since Kulula ignored her email. On the 5th of February she received a response from Inga stating the following:

Hi Brenda

I am really sorry for what happened to you but like I said as per our fare rules we do not offer refunds all of our tickets are non-refundable but we do allow name changes on the tickets that were affected by the hard lockdown in 2020 so you can rebook for someone else and pay the differences in fares.

Kind Regards Inga

I don't understand why they say she can change the name which will probably incur a penalty. My mom is not a frequent traveler nor it's not her responsibility to make the life of Kulula easy because they are concerned about loosing revenue through sales.

Kulula airline, you are greedy and heartless. I need a written response from you on a company letterhead guaranteeing a refund since my mom had to buy another ticket while you ignored her correspondence. Alternatively, you confirm that she won't incur additional costs when changing travelers name on the ticket. How long is this ticket valid for?

I am available to liaise with you on the matter preferably via ***. I hope you won't respond in 2023 since incompetence is one of your core values.

Regards, Precious