Kulula SHOCKING SERVICE!!!!!!!!! This time of year there is absolutely nothing festive about them!!!!!!!!

Shocking! Shocking! Shocking. My wife and my daughter booked tickets to travel to Ballito to be with my wifes parents. Departure is this Monday 13th December. Last couple days my daughter wasn't feeling well so I had her tested (Antigon test) and she tested positive. Phoned Kulula told them the situation and asked if someone could use her ticket and fly in her place? No can't happen not gonna happen...its in our policy...its unfortunately our procedure..bla bla bla. Not even an optional fee to transfer the ticket was offered. My wife made this call to them. 20 Minutes to answer the call, another 40min for the person on the other end to go back and forth back and forth and offer no satisfactory solution whatsoever. Eventually my wife asked to speak to someone in authority.....more waiting.....person cones on...my wife explains all over again....no joy...my wife asks for our money back.....thats not happening....only now 50min into the call does she (not the original Kulula employee that we spoke to forever) tells us we can bank the ticket. We don't want to bank it......we want to use it but by another person that would be sitting on the same seat that we have already paid for. 60 minutes in were really getting nowhere so my wife agrees to bank the ticket. They have the audacity to ask for proof that my daughter is positive for covid. So we scan through the result ......no sorry man this is not the proper test....we don't accept the Antigon test so you'll need to get her retested by a laboratory. Seriously???????? That test cost what her ticket cost. 61 min on the phone......what has happened to, " shame I'm sorry thats terrible ma'am. Let me see what I can do for you as I see you are a Vitality Discovery member (not that it should make any difference). NOTHING NOTHING NOTHING ......its all just procedure and policy...61 min to finally be given the same answer....there is nothing we can do...........we will never us Kulula ever again.