Pathetic process and Lying to customer - poor service delivery

<p>I have been frustrated by the levels of service and inefficient process at Kulula. I have had 2 flights that had to be cancelled due to unfortunate circumstances. After spending lengthy time on hold with the Kulula representative, i was then given the good news that the flight change would cost more than what i initially paid - after telling the lady that she must not waste my time to make me hold on as my cell bill was excessive being on line with kulula. I specifically told her to change the fight without making me wait unnecessarily and she still made me hold. I have called from multiple international destinations and always have to hold on indefinitely as it is an inbound call center and the internal process dictates the supervisor needs to be consulted.</p> <p>I even went to the airport to speak to another agent and they were not able to waive the service fee to change my flight which was booked by mistake after finding my mom was in ICU and i had to rush home from West Africa and mistakenly booked the ticket in opposite directions because of the stress and pressure and then subsequently was stuck for a flight when i landed in South Africa and was kindly assisted by another airline.</p> <p>I am extremely disappointed with the monies i have lost with flight tickets and cell phone bills without even mentioning the time lost that could not be changed and with Kulula not being a provider that understands customer needs.</p> <p>I am a Vitality client and therefore opt for Kulula by default. I have found Mango and SAA to provide better customer service and empathy for unforeseen circumstances and I would have expected the same from my preferred airline.</p> <p>Kulula clearly chooses to make money from innocent persons who make honest mistakes in time of emergency, people who have the required proof and all the associated flight details proving the emergency flights from international locations just to get to the hospital by not allowing an immediate reversal of the flight or even to issue a voucher if you cannot return the funds paid and lost as a result. I had to book another flight on BA for 4 times the amount and Mango airlines actually refunded the amount in full based on the circumstance.</p> <p>I have asked to speak to supervisor many times and this was not allowed.</p>