horrible communication and processes of Kulula.com

The processes and service provided by Kulula.com is really not the best especially the information provided by the call centre and what you get when you arrive for your check-in. The background of my issue is that with school holidays I flew with my nephews last week one is 12 years old and the other 9 years old. the trip coming to Cape Town was smooth.

Obviously my nephews needed to go back home. Since I was not going to be able to accompany them back home, I called the Kulula.com call centre and explained to them that I have two nephews with the above mentioned ages who will be travelling alone can I request a service where they will be accompanied since they are both minors. The call centre said YES, that is possible I first need to book the flight and call to make the arrangement, of which I did just that. After booking I called again the call centre and found a different agent who said to me everything is fine. Cool I was happy that everything is sorted and that my nephews won't have any issues. Get to the counter at the airport (CPT International Airport) BOOM the lady said NO and had to pay over R1500.00 for new British Airway flight :-(