Kulula made me cry.

This review does not relate to the quality of flight but customer service. I have always enjoyed flying with Kulula. However, trying to book anything with them these past few weeks has been a disaster, to say the least.

My first issue, I booked a flight with the airline in December 2021, which I subsequently had to cancel given that I tested positive for COVID-19. I provided proof to the airline and a refund was requested. Subsequently, the refund was deposited as a voucher in Travelbank. However, to voucher was sent to an account that is not mine? I cannot understand why I had to verify all my details for the money to get sent elsewhere. I, therefore, have no way of accessing this money and after having spent over 4 hours trying different things, I have not succeeded. 2. Next, I am trying to book a flight to the UK. I need to do so urgently to apply for the appropriate visas. Although the flight is British Airways (BA), I have to book through Kulula to access my Discovery Vitality Contribution. However, whenever you click on ANY BA flight, it just says error. I have been trying multiple times a day, everyday, for over a week, again, with no success.

Worst of it all, myself and my spouse have sat on hold for hours and hours with no resolution. I sit on hold for an average of an hour a day before hanging up (this has been going on since the 6th Jan). On one occassion my spouse got through to someone who said that they will escalate the matter related to the BA flights not processing. We have not heard back. I have also sent multiple emails with no response.

Unfortunately, British Airways will likely lose that money because we cannot wait indefinitely to book flights. I am honestly questioning whether booking through Kulula is worth the Vitality Contribution at this point. I have wasted hours of my day and I honestly am questioning whether resolution will be made.