1 reviews | Active since Nov 2013
Not willing to help
Today my wife and I were booked to fly on Kulula at 06h50 to George. When my brother booked our tickets online he mistakenly used the name my wife was give at home when we got married, which does not reflect on her ID book. Kulula were not willing to listen or even try and understand the mistake that had happened. Now I had to rebook my ticket paying an additional R136.80 and also had to book another ticket for my wife costing us R1300 because the other ticket was cancelled. The funny thing is that we are booked to return on a Mango flight tomorrow 07.02.2015 and the same mistake was done there also but it took us no more than 5 minutes to change that name and we were only charged R280 for that. I just don't understand why kulula couldn't do the same for us, it was easier for them to just tell us that we need to buy a new ticket and we forfeit the money for the original ticket. I don't see myself in a kulula flight ever again, as they have such a disregard for their customers and are never willing to try and go the extra mile.
Thank you for taking the time to share your concerns with us.
Our customers are required to insert their legal names when making a booking, as it is an (IATA) International Air Transport Association requirement.
When one makes a booking online, it does notify the booker to insert the correct legal name of the customers. It does also states that name changes are not allowed. We moved over to a new system a few years ago which does not have the name change facility as we did in the past and therefore we have stopped this practice. Each airline has its own rules and regulations which need to be adhered to.
I will be in touch with with you via your personal email.
Thank you for allowing me this opportunity to explain.
Yours Sincerely,
Nazley-CR
Thank you for taking the time to share your concerns with us.
Our customers are required to insert their legal names when making a booking, as it is an (IATA) International Air Transport Association requirement.
When one makes a booking online, it does notify the booker to insert the correct legal name of the customers. It does also states that name changes are not allowed. We moved over to a new system a few years ago which does not have the name change facility as we did in the past and therefore we have stopped this practice. Each airline has its own rules and regulations which need to be adhered to.
I will be in touch with with you via your personal email.
Thank you for allowing me this opportunity to explain.
Yours Sincerely,
Nazley-CR