Terrible Kulula Packages Experience

Monday on arrival at checking counter, I was referred to Kulula kiosk, I was told that I have no booking confirmed to fly on that day, to my surprise since I had a confirmation of flight, car and hotel for the day. A standby lady was called and she was on help, she was on the phone for well over 30 minutes and they had to release the first flight and we were left behind after we wake up at 3am to catch the first flight. A standby lady dropped a call and only then I was told that I do not have a booking and all flights for the day are full, I asked to speak to the "Holiday package standby Lady" and she confessed that she does not know what happened to my bookings, truth be told she was not helpful at all. She told to pay for a new booking and they will refund me later and when I ask how much is the ticket for a family of 6 and it was around +-R6000, and she was only going to refund me less than R1000.00 for my tickets. The treatment I received from the holiday package was unfair and pathetic. The positive side of the drama, was the kiosk supervisor, she went extreme and overboard to assist us. She put us on standby for all the flights for the day and luckily we were of the 11:00 flight to our holiday. I have used Kulula Packages Before and I did a word of mouth ground work with friends and family too, but this was my last one, since I’ve waited for their investigation as promised and to date, no one bothered to at least explain what transpired.