Non Existent Client Service

I have now resorted to Hello Peter, due to the lack of communication from Kulula!

We have flights from July 2021 totalling over R4600, which we froze because of Gauteng going into a hard lockdown at the end of June. We are now going on holiday in April and I want to exchange last year's tickets for flights in April. I sent Kulula an email with all the flight details from last year, and I detailed which flights we would like in April. It is now 52 hours and I have still not had any feedback from Kulula! I contacted them via their Facebook page this morning already, advising the urgency, and I was advised that my message would be relayed to the correct department and that I need to await feedback from them.

By the time Kulula bother responding to me and swapping the tickets, there will be no seats left on the flights as there are only limited flights from Lanseria.

According to the updated Covid19 response on the Kulula website, it states that flights purchased between 28 June and 31 August 2021 (we fall under this period) should be able to book replacement flights FOR FREE (without a booking fee or fare difference) on the Kulula website, by going to the Manage My Booking page. However, I have tried that and I just get the following error: "Itinerary not existing or verification information like first name, last name or email not valid". However, all the details I have entered are correct. I have also tried creating a Kulula ID, however I get an error stating that I already have a Kulula ID under my details provided. But when I go to the login page to FORGOT MY PASSWORD and put in my email address, it says there isn't an account registered under that email address.

This is very concerning! Where have my flights disappeared to??

I expect this matter to be resolved before Friday. Failing which I will insist on a full refund so that I can book with a different airline! My holiday has already been paid for for the specific dates, and your negligence is going to mean that there aren't any flights available for the dates we need to fly down!