Kulula/BA by Comair - TRAUMATIC EXPERIENCE AND WORST CUSTOMER SERVICE EVER

My husband booked a return flight from Durban to CPT. He was unable to make the first flight to CPT due to complications with our baby’s surgery. He attempted to contact BA/Kulula via phone call but couldn’t get through to customer service after an hour of waiting. He drove an hour to and from the airport just to get assistance from the BA + Kulula staff who were unable to help him as the only way to get a refund or cancel his flight was to contact the non-existent call centre. What a waste of petrol and time when he could have been by our daughters side. He was unable to cancel his flight or get a refund.

- The result was that the second leg of his trip (flight from CPT back to Durban) was automatically cancelled by the airline without his knowledge, DESPITE HIM HAVING FULLING INTENTION TO BOARD THE FLIGHT. - He sat on the phone with BA/Kulula for another 2 hours to try to get a refund and cancel the “invalid” flight without success. - He emailed BOTH BA + Kululas refund departments and did not get a response. - I contacted Kulula on social media and was given the most insulting and rude responses by their team member. The *********** member insulted me, gave me the wrong email address for Comair and then proceeded to inform me that once they had dealt with ALL of the other customers FIRST, they would get back to me last. They did NOT respond! - I messaged on social media again, with an automatic response on their page to DM details back to them. Once again, I got NO response. - He had no choice but to re-book flights through BA to attend work yesterday in Cape Town. A total of OVER R8 000,00 in flights for a one day trip which could have been avoided.

WHAT REALLY MAKES ME ANGRY IS NOT JUST THE TERRIBLE SERVICE FROM BA + Kulula, BUT THE FACT THAT WE HAD TO USE THE MONEY WE HAD SAVED TO PAY FOR ESSENTIALS FOR THE BIRTH OF OUR NEW BABY WHO IS DUE IN A FEW DAYS JUST TO PAY FOR EXTRA TICKETS SO THAT MY HUSBAND COULD ATTEND WORK IN CAPE TOWN. This could have been avoided if the call centre just worked OR the other staff actually did their jobs!

I now have to borrow money to buy stuff for my hospital bag and newborn !

This has been an absolutely traumatic experience!