CF
Chris F

1 reviews | Active since May 2013

12 Aug 2015, 11:21

Long refund lead time after error on their side

A few hours after making a flight booking, I received an SMS stating that my return flight on BA has been rescheduled. As I was already on a tight schedule and would not have been able to to make the newly scheduled flight 45mins earlier. I phoned the call center and requested that they change my return flight to a later Kulula flight. As they are unable to change bookings between BA and Kulula, I then requested to have the entire booking cancelled and refunded.<br> <br> The agent told me that as it is being cancelled due to a schedule change on their side, I would be fully refunded. However, the refund would take between 6-8 weeks. After protesting that it would take so long to refund, the agent informed me that because it was due to a change on their side, it would be refunded \a little faster". It is now a week later"

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Replies (1)
Kulula.com
Kulula.com's reply12 Aug 2015, 14:51
Official
Hello chrisefranklin,

Thank you for your post. I am sorry for the inconvenience caused to you whilst using our services.

As I am sure you are aware, we have experience quite a few delays and cancellations during the past week unfortunately. Due to this, we have been inundated with refund requests from customers who no longer wished to travel. This has caused a backlog in our refunds department.

I have however escalated your concerns and hope to have your ticket refunded shortly.

Yours Sincerely,