JG
Jennifer G
1 reviews | Active since Feb 2015
24 Feb 2015, 09:23
Kulula make you pay twice for same ticket
Ibooked on the 09h00 flight from Cape Town to Lanseria on 24 Feb 2015 returning on Friday 27 Feb at 15h00. I missed flight this morning (24 Feb) with stomach upset . I contacted the Kulula call centre at 08:50 (within the mandated period allowing for changes) to confirm that I would be still taking the return flight - and was informed that my return flight had been cancelled. As such I have had to rebook and pay for the same flight (and incidentally the same seat). <br> <br> Advice to Kulula travellers - DO NOT BOOK RETURN FLIGHTS. RATHER BOOK SEPARATE AWAY AND RETURN LEGS. Kulula are making a killing here.
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Kulula.com's replyOfficial
24 Feb 2015, 12:45Hello Jennifer.Graham,
Thank you for taking the time tell us about your recent experience.
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers would need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day. Please be advised that there are change fees charged as well as a charge for the difference in fares between your old ticket fare and the current ticket . 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. 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.
I am pleased the staff member from our contact center was able to assist with re -confirming of your return sector .
Kind regards,
Fazila Khan
Customer Relations
Thank you for taking the time tell us about your recent experience.
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers would need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day. Please be advised that there are change fees charged as well as a charge for the difference in fares between your old ticket fare and the current ticket . 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. 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.
I am pleased the staff member from our contact center was able to assist with re -confirming of your return sector .
Kind regards,
Fazila Khan
Customer Relations
Kulula.com's reply24 Feb 2015, 12:45
Official
Hello Jennifer.Graham,
Thank you for taking the time tell us about your recent experience.
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers would need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day. Please be advised that there are change fees charged as well as a charge for the difference in fares between your old ticket fare and the current ticket . 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. 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.
I am pleased the staff member from our contact center was able to assist with re -confirming of your return sector .
Kind regards,
Fazila Khan
Customer Relations
Thank you for taking the time tell us about your recent experience.
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers would need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day. Please be advised that there are change fees charged as well as a charge for the difference in fares between your old ticket fare and the current ticket . 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. 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.
I am pleased the staff member from our contact center was able to assist with re -confirming of your return sector .
Kind regards,
Fazila Khan
Customer Relations