JP
Justin P
1 reviews | Active since Aug 2011
20 Jul 2015, 16:38
Mobile app errors
So I missed my flight yesterday (Sunday 19th) as the car we were travelling in got into some pothole related trouble. We phoned the call center who told us that they close at 5pm, and that they can move our flight but at a rather large cost. At the time we didn't know what our plans were going to be.<br> It turns out it was cheaper to buy new tickets with our discovery discount than to move the flight., so thats what we did.<br> Then I tried to change the flight through the mobile app (for a date much later in the year), and after selecting the flight and selecting next I get an error saying please contact the call center, this was after 5pm.<br> <br> The second error I experienced on the app in the last week so I just gave up the whole experience. Very frustrating once again.
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Kulula.com's replyOfficial
21 Jul 2015, 08:49Hello justindp,
Thank you for taking the time to share your concerns with us.
You did not travel on your flight, so it is considered a missed flight. 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. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares.
You cannot change your flight on the kulula.com mobile app, is designed for check-in and checking your flight status. However, you can change your flight online or by calling the call centre on *** at least 2hrs before departure to cancel booking or change flight. 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 fare. Our call centre operate from 7am -7pm daily.
Thank you for allowing us the opportunity of a response and we apologise for the frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
You did not travel on your flight, so it is considered a missed flight. 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. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares.
You cannot change your flight on the kulula.com mobile app, is designed for check-in and checking your flight status. However, you can change your flight online or by calling the call centre on *** at least 2hrs before departure to cancel booking or change flight. 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 fare. Our call centre operate from 7am -7pm daily.
Thank you for allowing us the opportunity of a response and we apologise for the frustration caused.
Kind regards,
Thuli
Customer Relations
Best regards,
Kulula.com's reply21 Jul 2015, 08:49
Official
Hello justindp,
Thank you for taking the time to share your concerns with us.
You did not travel on your flight, so it is considered a missed flight. 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. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares.
You cannot change your flight on the kulula.com mobile app, is designed for check-in and checking your flight status. However, you can change your flight online or by calling the call centre on *** at least 2hrs before departure to cancel booking or change flight. 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 fare. Our call centre operate from 7am -7pm daily.
Thank you for allowing us the opportunity of a response and we apologise for the frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
You did not travel on your flight, so it is considered a missed flight. 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. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares.
You cannot change your flight on the kulula.com mobile app, is designed for check-in and checking your flight status. However, you can change your flight online or by calling the call centre on *** at least 2hrs before departure to cancel booking or change flight. 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 fare. Our call centre operate from 7am -7pm daily.
Thank you for allowing us the opportunity of a response and we apologise for the frustration caused.
Kind regards,
Thuli
Customer Relations
Best regards,