1 reviews | Active since Jan 2014
Unable to board flight with a purchased E-TICKET!!
My sister was recently denied to board a flight from JHB to CPT (on 16 Oct 2015), even when in possession of a valid e-ticket that was paid for by a Travel Agency. <br> <br> I called Kulula at OR Tambo, and they asked for the reference number which I did not have at the time (since this was after 7PM and I was in Cape Town). My sister contacted me from JHB to tell me what had happened and then emailed me her booking. I then attempted to contact the agents at Kulula, they just never answered the phone!! What horrible service!! I called repeatedly and they just refused to answer the phone. I had to eventually call my sister to hand over the phone to Eletsang Maile, who is the lady we dealt with. She then prompted that my sister had to pay her in cash, the sum of R 3085.62 in order to board the next flight!! My sister did not have that amount on her.<br> <br> She missed her flight as a result and was stuck in JHB alone!!!!! We had to pay the amount in question, which is additional to the existing flight she was originally booked for.<br> <br> I am utterly disgusted by your service Kulula. Be sure that we will take matters further, this is definitely not acceptable!!!<br> <br> Flight Number: MN109<br> Reference: GROTLT
Thank you for taking the time to contact us .
I have had a look at Marion's booking and it is apparent that although she was on time for her flight and due to her not taking her first flight , the details for her return sector could not be found on the system . The staff at the airport was advised by the passenger that she had contacted the bank to ensure that the return was saved , unfortunately , that is not the procedure. In this case, the airline would need to be notified so that changes can be made to save the return sector .
A payable fee would still be charged for any changes made to a reservation. In addition to having to pay a change fee , passengers 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.
Kindly note the operating times for the call center is 7am to 7pm Mondays to Sundays . We cannot guarantee the same fare available when making a new booking as fares are subject to availability as kulula.com is a live system accessible globally .
Thank you for allowing me the opportunity of a response .
Bye .
Fazila Khan
Thank you for taking the time to contact us .
I have had a look at Marion's booking and it is apparent that although she was on time for her flight and due to her not taking her first flight , the details for her return sector could not be found on the system . The staff at the airport was advised by the passenger that she had contacted the bank to ensure that the return was saved , unfortunately , that is not the procedure. In this case, the airline would need to be notified so that changes can be made to save the return sector .
A payable fee would still be charged for any changes made to a reservation. In addition to having to pay a change fee , passengers 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.
Kindly note the operating times for the call center is 7am to 7pm Mondays to Sundays . We cannot guarantee the same fare available when making a new booking as fares are subject to availability as kulula.com is a live system accessible globally .
Thank you for allowing me the opportunity of a response .
Bye .
Fazila Khan