pN
perfect N
1 reviews | Active since Jul 2013
26 Nov 2015, 19:40
unfair policy on flight rebookings
The kulula policy on re - booking of missed flights is not at all accomodating to it's clients. My partner and I missed a flight to CPT from OR Tambo... and bcz of such a policy we also had to re - book the return flight from CPT to JHB which we haven't missed but Kulula just presumed that we will. This policy is very unfair to customers as we had to pay an extra R7 000 just for missing flights. Kulula needs to seriously review it's policies to be more accomodating to clients.
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Kulula.com's replyOfficial
27 Nov 2015, 10:47Hello bighouse,
Thank you for taking the time to contact us.
It is mentioned on the kulula booking confirmation that check-in closes sharply 30 minutes before your flight departs. Unfortunately, you did not comply with this requirement and were therefore denied checkin for this flight . Airlines similar to other businesses have rules that need to be adhered to, in order to operate efficiently productively and to ensure revenue integrity .This includes being sustainable and to ensure growth .
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.
We regret that you feel aggrieved and that you were denied the checkin . However, any other airline would have dealt with this situation in exactly the same way as we have.
Thank you for raising your concerns and allowing us the opportunity to respond.
Kind Regards
Fazila Khan
Customer Relations
Thank you for taking the time to contact us.
It is mentioned on the kulula booking confirmation that check-in closes sharply 30 minutes before your flight departs. Unfortunately, you did not comply with this requirement and were therefore denied checkin for this flight . Airlines similar to other businesses have rules that need to be adhered to, in order to operate efficiently productively and to ensure revenue integrity .This includes being sustainable and to ensure growth .
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.
We regret that you feel aggrieved and that you were denied the checkin . However, any other airline would have dealt with this situation in exactly the same way as we have.
Thank you for raising your concerns and allowing us the opportunity to respond.
Kind Regards
Fazila Khan
Customer Relations
Kulula.com's reply27 Nov 2015, 10:47
Official
Hello bighouse,
Thank you for taking the time to contact us.
It is mentioned on the kulula booking confirmation that check-in closes sharply 30 minutes before your flight departs. Unfortunately, you did not comply with this requirement and were therefore denied checkin for this flight . Airlines similar to other businesses have rules that need to be adhered to, in order to operate efficiently productively and to ensure revenue integrity .This includes being sustainable and to ensure growth .
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.
We regret that you feel aggrieved and that you were denied the checkin . However, any other airline would have dealt with this situation in exactly the same way as we have.
Thank you for raising your concerns and allowing us the opportunity to respond.
Kind Regards
Fazila Khan
Customer Relations
Thank you for taking the time to contact us.
It is mentioned on the kulula booking confirmation that check-in closes sharply 30 minutes before your flight departs. Unfortunately, you did not comply with this requirement and were therefore denied checkin for this flight . Airlines similar to other businesses have rules that need to be adhered to, in order to operate efficiently productively and to ensure revenue integrity .This includes being sustainable and to ensure growth .
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.
We regret that you feel aggrieved and that you were denied the checkin . However, any other airline would have dealt with this situation in exactly the same way as we have.
Thank you for raising your concerns and allowing us the opportunity to respond.
Kind Regards
Fazila Khan
Customer Relations