Total Loss of Brand Equity

Yet another huge disappointment from a business that used to be so good. Just after receiving my confirmation SMS that I should check in online I received another SMS: "kulula.com MN 0102, CPT to JNB has been cancelled. We've moved you to MN 0124, CPT to JNBat 10:50 on 09 Dec 2020".

I called the call centre. After three failed attempts (cut off once while talking to an agent, cut off twice as the number rang so long) I managed to speak with the agent Stanley. I advised him that my original flight was due to depart at 09:10 and the flight they unceremoniously moved me to, leaving at 10:50, would result in me missing a very important meeting which I was travelling to Jhb to attend. On this bases I requested that he cancel my flight and refund my money. He put me on hold while engaging colleagues on my request. When he returned his response was that he could not refund me my money as kulula was in business rescue due to COVID-19 and that the trip would be "banked" at kulula. As I was left with no other choice, I requested that he book me in online (the online booking was a mess due to changed flight). He stated he booked me in online and that I would receive my boarding pass via e-mail - I am writing this review the next day, just before leaving for the airport - still no boarding pass received. I am a frequent flyer who used to predominantly fly BA, but have been flying with Fly Safair since the lockdown level allowed. I must state that the service from Fly Safair is far superior to kulula. Based on the appalling service received from kulula (last week I also posted a bad review on kulula) I will choose to vote with my wallet going forward, have abandoned all brands associated with Comair which will include BA and kulula and Fly Safair or any other airline going forward.