1 reviews | Active since Feb 2014
Kulula cancelling flight without consent/authority
I booked a return flight from OR Tambo to King Shaka, departing on the 15 May 2015 and returning on the 24 May 2015. I did not take the flight on the 15th but when attempting to do so on the 24th, was told that my flights were cancelled due to \no show".<br> Unfortunately Kulula staff were either too junior or refused to let common sense prevail with the result that i had to purchase another ticket for R942 as i had to get to Johannesburg urgently and did not have the patience to explain the CPA to ticket officers who argued that they were supervisors without any decision making powers.<br> I have a few questions which i would like the CEO to respond to:<br> 1) How is it a no show when i did avail myself timeously on the day of departure?<br> 2) Why did you cancel my return flight without my consent/authority?<br> 3) When you cancelled without my knowledge"
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered on your recent flight with us.
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. In this case, you had to purchase a new ticket because the return flight was cancelled.
You can change your flight to a suitable date/time. If you are running late or are unable to make your original booked flight, we suggest that you rebook for a new flight via our website, airport ticket sales desk or the kulula Contact Centre so that you do not lose out.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered on your recent flight with us.
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. In this case, you had to purchase a new ticket because the return flight was cancelled.
You can change your flight to a suitable date/time. If you are running late or are unable to make your original booked flight, we suggest that you rebook for a new flight via our website, airport ticket sales desk or the kulula Contact Centre so that you do not lose out.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations