1 reviews | Active since Feb 2015
KALULA POLICIES
Dear Kalula <br> <br> Please explain to me your booking policy, why do you allow a flight dates to be changed but not the name on the ticket, surely if you change the Identity number and send through a signed letter stating the name change this will help evade *****. I had to book for company staff but the employee was rushed to hospital and another employee went in his place, instead of accommodating the customer you make me book and pay again and I have to wait 6 - 8 WEEKS for a refund that is ridiculously long time for a refund. <br> <br> The agent I spoke to on Saturday evening 15th August around 17:00-17:30 was not helpful at all, cheekily back chatting to each query I had, she was just plain RUDE, whatever happened to customer service, It was a very stressful day with the employee being rushed to hospital and having to rebook quickly again, your agent needs training on empathy and means of talking to a customer you can clearly hear is in distress. <br> <br> I trust you will look into this matter. <br> <br> kind regards<br> <br> Charlene Gomes
Thanks for taking the time to get in touch with us. We were extremely disappointed to hear about the problems encountered.
We expect all our staff to perform their duties in a friendly, professional, helpful and efficient manner, but sadly on this occasion we let you down. This has been escalated to management to address it with relevant staff.
We do have a page on our website whereby the name change policy is explained. You also agreed to these terms and conditions, once the booking was confirmed.
Please ensure (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
Thank you for allowing us the opportunity of a response and we apologise for the frustration caused.
Kind regards,
Thuli
CR
Best regards,
Thanks for taking the time to get in touch with us. We were extremely disappointed to hear about the problems encountered.
We expect all our staff to perform their duties in a friendly, professional, helpful and efficient manner, but sadly on this occasion we let you down. This has been escalated to management to address it with relevant staff.
We do have a page on our website whereby the name change policy is explained. You also agreed to these terms and conditions, once the booking was confirmed.
Please ensure (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
Thank you for allowing us the opportunity of a response and we apologise for the frustration caused.
Kind regards,
Thuli
CR
Best regards,