gE
gaby E
1 reviews | Active since Feb 2015
19 Feb 2015, 14:19
unhelpful *******
we booked a ticket on kulula for a domestic flight, there was an error with the passengers name which kulula refused to change due to their policly regarding name changes. after speaking to several call centre agents they informed me that I would lose the entire R1800 ticket and would need to rebook, at my own exspense. I find this highly *********, **************** at its best.....that they cannot do a simple name change-one which was discovered less than an hour after the ticket was booked is simply ridiculous!
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Kulula.com's replyOfficial
19 Feb 2015, 15:38Hello gabyleafy,
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked an incorrect name. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked an incorrect name. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Best regards,
Kulula.com's reply19 Feb 2015, 15:38
Official
Hello gabyleafy,
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked an incorrect name. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked an incorrect name. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Best regards,