1 reviews | Active since Jan 2015
Unwilling to assist
After realising an error in name when checking in and sent to ticket sales for assistance as the lady at check in could see the name was for passenger and proof clearly showed passenger card was used to pay for the ticket, Unwilling to assist, the lady named Patience at the ticket sales counter who did not even listen to our concern or query and didn't want to call the call centre for us to query, hurried us along to buy a new ticket under the full name of passenger. <br> I called call centre a few hours later and received an apology because it was clear who the passenger was, and a voucher was given. But after paying more than double for the new ticket. <br> This is bad customer service and i will surely never make use of this airline again.
Thanks for taking the time to get in touch with us.
I do understand the frustration when an incorrect name was booked for your mom. We do have a page on our website whereby the name change policy is explained. He 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 traveler's 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 for a booking reference and further investigations.
Kind regards,
Thuli
Customer Relations
Thanks for taking the time to get in touch with us.
I do understand the frustration when an incorrect name was booked for your mom. We do have a page on our website whereby the name change policy is explained. He 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 traveler's 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 for a booking reference and further investigations.
Kind regards,
Thuli
Customer Relations