dF
derek F
1 reviews | Active since May 2011
26 May 2015, 17:22
KALULA *******
Booked a ticket on Kalula and asked my wife who forgot to change my flight in time so I lost out on a flight after paying over R2000 for a return CPT to JHB. Kalula's response \sorry sir that's company policy"not even an offer of a discount on another flight"
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Kulula.com's replyOfficial
27 May 2015, 09:40Hello wildthang,
Thank you for taking the time to share your concerns with us.
You did not travel on your flight, so it is considered a missed flight. When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period.
The only time a refund is processed is if the customer has a death in the immediate family or is unable to travel due to being hospitalised and advised by a Doctor that they are not fit to travel. (proof is required) If these reasons are not applicable to your situation, we are unfortunately unable to refund your ticket.
We will be in touch with you directly for a booking reference and more information.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
You did not travel on your flight, so it is considered a missed flight. When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period.
The only time a refund is processed is if the customer has a death in the immediate family or is unable to travel due to being hospitalised and advised by a Doctor that they are not fit to travel. (proof is required) If these reasons are not applicable to your situation, we are unfortunately unable to refund your ticket.
We will be in touch with you directly for a booking reference and more information.
Kind regards,
Thuli
Customer Relations
Best regards,
Kulula.com's reply27 May 2015, 09:40
Official
Hello wildthang,
Thank you for taking the time to share your concerns with us.
You did not travel on your flight, so it is considered a missed flight. When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period.
The only time a refund is processed is if the customer has a death in the immediate family or is unable to travel due to being hospitalised and advised by a Doctor that they are not fit to travel. (proof is required) If these reasons are not applicable to your situation, we are unfortunately unable to refund your ticket.
We will be in touch with you directly for a booking reference and more information.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
You did not travel on your flight, so it is considered a missed flight. When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period.
The only time a refund is processed is if the customer has a death in the immediate family or is unable to travel due to being hospitalised and advised by a Doctor that they are not fit to travel. (proof is required) If these reasons are not applicable to your situation, we are unfortunately unable to refund your ticket.
We will be in touch with you directly for a booking reference and more information.
Kind regards,
Thuli
Customer Relations
Best regards,