Shocking service

<p>After nearly a week after complaining to Kulula's various complaint email addresses I have not had response to my below complaint. The service is shocking not only at the airport but via their customer services complaint portals they refer you to when you call. I was told I needed to send an email with my complaint , yet I have had no response or resolution to the complaint below. </p> <p> </p> <p>I am extremely disgusted with the service my Mum and I received at King Shaka International Airport in Durban. On Friday morning my mum needed to make a date change due to personal reasons, her and I were suppose to be flying on the 8.05pm flight to Lanseria. She needed to fly on Monday morning and I would fly alone on Friday evening as planned as I was back at work on Monday. We were returning a hired car at the airport so she decided to make the date changes at the Kulula counter. We were served by a supervisor named Sureena. I went to the counter with my Mum, my Dad was also present and requested ONE date change for my mum from Friday evening to Monday morning. My parents were then dealing with the supervisor Sureena. She told my Mum the total is R900 and something and it was for the price to change the flight and the difference in the flight price so my Mum said okay. She made my Mum overlook her ticket change but did not ask me to overlook mine so my Mum thought she was paying for just hers and changing just hers. The tickets were originally booked in my name yet I was not asked to check any changes. My Mum payed the 900 and something rands and we left. On Friday evening I went to the airport with my Uncle and at the counter they could not find my details on the flight I was frantic and they just told me to go to the Kulula service counter, so I did. After telling the employees of Kulula that I'm not on the flight and finding out that they changed both flights to Monday they told me I have to call the call centre and were not helpful at all when it was their fault and mistake after standing and arguing that I needed to be on the flight my flight was not suppose to be changed they put me on the 7.45 flight and said that they're not charging me with an attitude, I responded by saying why would you charge me when it's your fault you need to give my Mum a refund for the money paid they said they can't do that and it's her fault for not checking and there's the contact number to complain. I had to rush because they put me on an earlier flight that was leaving in 15 mins. My mum went to the airport this morning to take her flight at 8.05am to Lanseria (Monday morning) and she went to complain before her flight as she was extremely unhappy she was overcharged and unhappy about all the stress that was caused for me on Friday night. She went to the service desk and the supervisor Sureena helped her she saw the date change ticket and said to my Mum oh that's my handwriting, in other words she made the mistake. She was defensive argued with my Mum and did not apologise once she told her to call the call centre refused the refund and had a don't care attitude. The other employees stood there and laughed in amu*****t at my Mum and my Mum said to the supervisor that she did not even apologise for the mistake and the supervisor sarcastically said "oh sorry then" and walked of. It is really unfair we got charged for something that we did not request and something that I was not told to check on my ticket after the changes were made, being treated so disrespectfully by a supervisor is shocking and insulting. I would like a refund for the date change that was wrongly made to my ticket on Kululas part and I would that other customers are not treated with such disrespect by a supervisor, it is a poor reflection on Kulula. If you need flight numbers and further information I will provide you with it. </p>