Kulula, behind the smile

Such a vibrant and enjoyable, not forgetting, affordable company who started off by revolutionizing air travel in SA and doing it while placing a smile on our faces has just lost two loyal customers. I used a service where I could per-requesting seats for my wife and myself, for which they charge additionally, and used the online booking-in option to make things easy. The disillusionment started upon boarding when our seat numbers were changed and my wife and I were separated and neither were placed in the seats we requested. When I requested a reason, a rude staff member remarked that they changed it. Later I found out the aircraft was changed. Still this is not much of an issue as one can understand this. What is not understandable is the way the attendant dressed me and the issue and why one would not be able to get an sms or e mail to inform you. When we landed I promptly called the airline to request a refund for my pre-requesting costs as I did not get what I paid for. Now only do I find out that Kulula has no customer complaints line and only handle complaints via e mail. This is already suspicious and now I know why. Even thou the e mail you get back from Kulula after sending your complaint says they will respond to your complaint within 48 hours, it took 7 days and a second e mail from myself to get a response.

Then the response is designed to enslave you as a customer by offering play money you can only use with Kulula. The combination of time it took to respond, offering something else than my money back and the idea that you must now be further forced to endure their bad service has resulted in them loosing me and my wife as customers.