Most Stressful Holiday Yet

Item: Kulula.com
Rating: 2

At OR Tambo airport ready to check in to Kulula Airlines. When the kulula attendant took my wife's ID he said that she won't be able to board. So i asked for the reason. He explained that the Surname on her ID does not match the Surname on the booked ticket. Ok so i realise what happened. When i booked the tickets on the Kulula.com website i used Vitality to get points. The Discovery Vitality bar then pulled through both our names with the Surname Visser. My wife had not yet changed her surname from Breytenbach to Visser. So now we have a problem. We go to the sales counter and explain the problem. The go on to explain that the only way we can use the ticket is if we provide a marriage certificate. Out plane is boarding and the boarding gates close in 15mins at this time. So there is no way we can get the certificate. So we buy another ticket for +-R1400. They then say that if we manage to get the marriage certificate and then contact Kulula.com with it then they will be able to refund the ticket. So we fly to Cape Town and while i am on Holiday i have to worry about the flights back. Plus my Suitcase only arrived the next day at 12 so i had to drive back to Cape Town Airport. We called Kulula about 4 times and every time they said they will get back to me. They failed to do so. I sent an email on the 7 July and only got a reply 14July. The reply being a long mail explaining that i will not get a refund and the reasons. At this stage i have been told by 3 Kulula employees that i WILL be able to get a refund. I like flying Kulula and hope to fly with them again but this was a horrible experience.

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