1 reviews | Active since Jul 2011
Kulula change flights, lost money
On the 30th July 2015 me, my wife and baby had a flight to George on MN901@14:35. My wife and myself booked separate as we wanted to use our Ebucks. On check in, myself and baby could check in fine but they could not locate my wife. For some reason she was booked under her ****en name. So she was frantic and the baby could feel this and was crying and I had to make a plan to change her booking name 30 min prior to departure. We were told that all will be fine after the name change even coming [URL Removed] back on the 02 Aug 2015@18:55,our flight was delayed. I BY CHANCE looked at my mail to see the flight will only leave at 19h50 almost an hour later! I feel kulula takes your cell number for a reason to let your know of these things. Disgusting.Then to top it off, my wife again was not found on the system!! something happened to the change in surnames and her flight was for 14h05 so she missed it!! We LOST that money and I had to pay R1013.12 for a flight with a crying and nervous wife and a baby that doesn't understand what is going on. It was my babies first and last flight with Kulula.A Kulula has a cheek to charge R100 booking fee after all that! I promise Kulula that was last!
Thank you for taking the time to share your concerns with us.
I do understand your frustration regarding a name change. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
Please make sure that the traveller details (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.
It is advisable for passengers to purchase a return ticket at the airport as the customer will not be allowed on the return flight with the incorrect name.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
I do understand your frustration regarding a name change. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
Please make sure that the traveller details (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.
It is advisable for passengers to purchase a return ticket at the airport as the customer will not be allowed on the return flight with the incorrect name.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations