Kulula customer 'relations' not bothered to continue communications

<p>After being forced to buy a new ticket to CT from OR Tambo last weekend (see my previous Hellopeter review), I got a response from Kulula promising to partially resolve the issue by purchasing a new ticket for me for the return leg of my trip. However, after receiving an email saying something about my 'travelbank' Kulula account being credited (two days ago) I have received no further communication. I do not know what travelbank is or how it works and thus at this point I'm not sure what is happening with said new ticket. I think it's pretty ridiculous that customer relations commits to helping people (well, saving face with inadequate resolutions, to be fair) and then just decides to unilaterally cut off communication without making sure customers have been fully informed and are comfortable with proposed solutions.</p> <p> </p> <p>I've been emailing ********** for two days now with no reply. So much for their 'we respond to all emails in 24 hours' policy...</p> <p> </p> <p>Here's the email I've been sending them (and note also how their resolution of the issue is in essence just a commitment not to ****** even MORE money from me as they do from so many other customers, ostensibly profiting millions from customer mistakes every year):</p> <p> </p> <p>"Can you advise on what's happening with my refund? I have received an email saying I have a travelbank ticket purchase, but there isn't any information (booking code, etc.) in the email. Please clarify what's going on as this is very stressful for Chantelle and I. At this point we're unsure of whether she has a flight, if it's the same flight, etc...</p> <p><br />I would also like to underscore that even though you've now in principle arranged for my partner's return flight, I'm still almost R2 000 down and I don't feel that a R230 'inconvenience payment' comes anywhere near addressing my grievance. It's deeply disappointing that this is the best Kulula can do (essentially all you've done is not ****** another R2 000 from me for another return flight) and I stand by my earlier statement that I will not be flying with your airline again.</p> <p> </p> <p>If you read my last comment on Hello Peter you'll also note that I've done some rough calculations and determined that Kulula makes at least several million rand profit every year off of customer mistakes, which is absolutely shocking and something that really should be publicly aired. I can understand Kulula not wanting to lose money from customer error (perhaps they should weight their 'inconvenience payments' for changing tickets at an equivalent rate of R230!), but to profit off of it is something entirely unforgivable. I will be writing an article for Thoughtleader on this salient example of corporate greed.</p> <p> </p> <p>PS: My flight plans for the rest of the year include monthly return trips to Cape Town for Chantelle and I. That's around 12 return flights I will, on principle, be booking with Mango, Safair or pretty much any another airline. I'll leave you guys to do the maths."</p>