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I have been writing to KuluLa.Com regarding the AVIOS loyalty points, which I had transferred to them since 2020 without no response whatsoever. The AVIOS Loyalty points system, of which I had raked up a substantial amount, had been canceled in 2019. The participants than either had the option regarding the accumulated points to either transfer them to British Airways or KuluLa.Com or split them between the two. I then opted to divide the points between British Airways and KuluLa.Com after the cancellation of the system. British Airways acknowledges being a passion of the points I had transferred to them. However, KuluLa.Com has been silent and has not engaged me whatsoever. I could only surmise that people at KuluLa.Com has the propensity for this behaviour and probably subscribes to the notion that certain sectors of the community do not have the fortitude to complain when they are treated with such disdain, as they seemed confident that there would not be any repercussions resulting from their conduct. I cannot express enough the depth of my profound disappointment at the service to which I had been subjected to. I, therefore, beg the following questions;

• “How many other customers are being subjected to similar treatment, but opts to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to be a client of KuluLa.Com, when you are subjected to this level of service and alternatively would management, personally tolerate this kind of service were they in my position? • “Was I being treated in a fair and equitable manner, which is in line with the ethos and the values, which the company aspires to?” • Will I be justified in escalating the matter to an alternate external dispute resolution body in the event that the matter does not get resolved via this internal process? It is unfortunate that I had to proverbially; “Rock the Boat” again in order to air my grievance, but I gave KuluLa.Com’s Senior Management ample opportunity to remedy this situation in the interest of fair and equitable customer service. Furthermore, after conferring with my fellow colleagues, some also in the service field and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition.

I believe that the KuluLa.Com could ill afford such conduct, not when it strives to position itself as the preferred aircraft passenger carrier in South Africa.