1 reviews | Active since Apr 2013
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I had initially booked a flight with Kalula from Lanseria to King Shaka Flight Reference MPMZAM. At around 4am on the day of my flight I had to move my flight. I logged onto my profile and was unable to do it. Thee call centre line was not open at the time. I then booked and paid for a new flight. Reference KJRFKM. I eventually called the call centre after they opened and was told by a very rude lady that I forfeit the money for the initial flight. I then spoke to a manager and was told that I was a \NO SHOW"so I forfeit the money. In order for me to have been able to movee the flight I would have had to drive to the airport and be present. I did try calling the airport prior to my flight ad there was no answer. The reason I had to change the flight was due to the fact that I could not get to the airport initially. NO HIDDEN COST? NO FUSS? I've now paid for two flights with Kalula as a loyal traveller and have incurred additional COSTS and need to make a FUSS in order to voice my frustration."""
Thank you for taking the time tell us about your recent experience.
There is a 100% cancellation fee to cancel a flight booking (subject to the ticket type you purchased). We only refund due to hospitalisation and death (Proof must be supp****).
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day.
The airports can only assist with changes to bookings if the customer is at the airport as proof of identification will be required.
A payable fee would still be charged for any changes made to your reservation. In addition to having to pay a change fee for a change of reservation, you would have to pay any difference between the fare and taxes on the original flight booked and the available fare and taxes (if applicable) on the new flight requested.
I have escalated this matter to the call centre supervisor to contact you.
Kind regards,
Thuli
Customer Relations
Best regards,
Thank you for taking the time tell us about your recent experience.
There is a 100% cancellation fee to cancel a flight booking (subject to the ticket type you purchased). We only refund due to hospitalisation and death (Proof must be supp****).
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day.
The airports can only assist with changes to bookings if the customer is at the airport as proof of identification will be required.
A payable fee would still be charged for any changes made to your reservation. In addition to having to pay a change fee for a change of reservation, you would have to pay any difference between the fare and taxes on the original flight booked and the available fare and taxes (if applicable) on the new flight requested.
I have escalated this matter to the call centre supervisor to contact you.
Kind regards,
Thuli
Customer Relations
Best regards,