1 reviews | Active since Jan 2014
Kulula cancelled my ticket without telling me
I had a return flight booked with kulula from East London to JHB on 24/7/15 & returning on 25/7/15. I tried to change my Friday flight many times during the week before the flight, but the kulula website kept saying there was an error and wouldn't allow me to change it. I tried to call the call centre, but the call wouldn't go through.I was unable to board my Friday flight & had given up re trying to change, as I couldn't get through via the website/the call centre.I ended up booking another flight on Saturday to JHB (I had to be there before the Saturday kulula flight was able to get there).On Sunday, when I tried to check into the return flight in the morning, the website would not allow me to check in. I called the call centre(got through this time) to report being unable to check in. I was told that there was a fault with the website and that I should check in at the airport itself and that there wouldn't be a problem.On arriving at the airport, the ladies at the sales counter told me that they couldn't help me (that i had forfeited my tkt)& tried to sell me MY ticket again for R2 000. They misread the terms and conditions to me and i ended up having to buy an SAA ticket.
Thank you for your post.
I do apologise for the hassles experienced . I do understand your frustration when you were not able to board your first flight . When a flight is missed and if the passenger arrives within 30mins after the flight has departed, they are able to rebook an alternate flight at a cost. If the return flight is not rebooked as well, this flight will be forfeited. These terms can be found online our website and on the confirmation received when the booking was made .
I can assure you that this matter was discussed by Executive Management more than a year ago and agreed upon that it was the best way forward to ensure our seats were being filled as we are a low cost airline.
I will be in contact with you offline in this regard.
Kind Regards
Fazila Khan
Customer Relations
Thank you for your post.
I do apologise for the hassles experienced . I do understand your frustration when you were not able to board your first flight . When a flight is missed and if the passenger arrives within 30mins after the flight has departed, they are able to rebook an alternate flight at a cost. If the return flight is not rebooked as well, this flight will be forfeited. These terms can be found online our website and on the confirmation received when the booking was made .
I can assure you that this matter was discussed by Executive Management more than a year ago and agreed upon that it was the best way forward to ensure our seats were being filled as we are a low cost airline.
I will be in contact with you offline in this regard.
Kind Regards
Fazila Khan
Customer Relations