Nightmare experience with Vitality Travel

This complaint goes towards Vitality Travel and Comair.

Post divorce, I have had to break away from my husband's Vitality membership and joined my own, which meant that when booking flights on the Kulula website, himself & our young child appear on his profile, and I appear on my own profile when logging in. This means that I cannot book a flight for myself and our child, as she does not appear on my profile, and my husband cannot book for our child alone as she is seen by the website as an unaccompanied minor and does not allow her to fly without booking an adult with at the same time.

I spent half of November (17 - 30 November) on hold to Comair, who I was advised would be able to manually do this combined booking for us. The calls were never answered and I spent many cellphone minutes, working up a large telephone account whilst holding for them every day.

On 1 Dec I got hold of a Vitality Travel agent who advised me that I should go ahead and book my flight as a single Vitality member, they will then send a request through to Comair who will then book the flight for our child under her own Vitality number. The turnaround time they said is 72 hours, which meant that by 3 Dec I would hopefully hear back from them with a flight booking for the child on the same flight as mine, with the Vitality discount app****. 3 Dec came and went. I phoned in and they escalated the matter. I continued phoning for feedback every day, only receiving the same answer: please wait as the matter has been escalated.

On 22 December, 22 DAYS LATER, I received a call from Sarah at Kulula who said she received the inquiry but was advised that Kulula can only help me with a flight booking for the child, but they cannot help with applying any Vitality discount.

So here we are, paying and loyal Vitality clients, and we are unable to book a flight for a mother and child together with our Vitality discount app****. Not just that, I have waited 22 days for someone to get back to me, after phoning in virtually every day to check up on my reference numbers.

Surely we are not the only divorced people in South Africa with separate Vitality numbers to our x-spouses and children who would like to fly together and still apply the earned Vitality discount which is paid for?

Needless to say I have cancelled my Vitality membership with immediate effect so that going forward, I can book for myself and my child to travel on domestic flights without worrying about Vitality discount.

And the money I spent on phoning and holding for Comair, Kulula and Vitality Travel probably exceeds any discount I would have earned on any flight.