YB
Yolande B
1 reviews | Active since Nov 2015
03 Dec 2015, 20:47
WHAT IS THE POINT OF PRE-PAID SEATS???
So I booked my flight for 4 December on 19 October. I paid an extra R70 per person to pre-select seats. Now that I want to check in, my seats have been changed so that I am sitting way at the back (row 32) and my kids (ages 5 and 7) in rows 4 and 5!! <br> <br> How the heck does that happen? I selected specific seats more than a month ago!!! This is ****** ridiculous. If this can't be sorted out I am officially going to throw the biggest scene! I AM ABSOLUTELY NEVER EVER FLYING KULULA AGAIN!!!<br> <br> Now I'm reading that pre-paid seats can't be guaranteed! Why the hell not?????? What is the point then???
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Kulula.com's replyOfficial
04 Dec 2015, 09:29Hello YolandeB84,
Thank you for taking the time tell us about your recent experience.
A pre-purchased seat cannot be guaranteed as it may be changed for operational, safety or security reasons, even after boarding the aircraft. Pre-paid seats are non-refundable in the event of voluntary flight cancellation. However, seats may be exchanged when flight changes are made.
Involuntary flight changes occur when a customer's seat is displaced due to technical or operational reasons at the airport impacting flight changes. In this event, the passenger will be moved to a similar seat that was booked. In these circumstances customers may not be satisfactorily re-accommodated, in which case customers will be advised to apply for a refund of their pre-paid seats.
Thank you for allowing me an opportunity to explain and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time tell us about your recent experience.
A pre-purchased seat cannot be guaranteed as it may be changed for operational, safety or security reasons, even after boarding the aircraft. Pre-paid seats are non-refundable in the event of voluntary flight cancellation. However, seats may be exchanged when flight changes are made.
Involuntary flight changes occur when a customer's seat is displaced due to technical or operational reasons at the airport impacting flight changes. In this event, the passenger will be moved to a similar seat that was booked. In these circumstances customers may not be satisfactorily re-accommodated, in which case customers will be advised to apply for a refund of their pre-paid seats.
Thank you for allowing me an opportunity to explain and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Kulula.com's reply04 Dec 2015, 09:29
Official
Hello YolandeB84,
Thank you for taking the time tell us about your recent experience.
A pre-purchased seat cannot be guaranteed as it may be changed for operational, safety or security reasons, even after boarding the aircraft. Pre-paid seats are non-refundable in the event of voluntary flight cancellation. However, seats may be exchanged when flight changes are made.
Involuntary flight changes occur when a customer's seat is displaced due to technical or operational reasons at the airport impacting flight changes. In this event, the passenger will be moved to a similar seat that was booked. In these circumstances customers may not be satisfactorily re-accommodated, in which case customers will be advised to apply for a refund of their pre-paid seats.
Thank you for allowing me an opportunity to explain and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time tell us about your recent experience.
A pre-purchased seat cannot be guaranteed as it may be changed for operational, safety or security reasons, even after boarding the aircraft. Pre-paid seats are non-refundable in the event of voluntary flight cancellation. However, seats may be exchanged when flight changes are made.
Involuntary flight changes occur when a customer's seat is displaced due to technical or operational reasons at the airport impacting flight changes. In this event, the passenger will be moved to a similar seat that was booked. In these circumstances customers may not be satisfactorily re-accommodated, in which case customers will be advised to apply for a refund of their pre-paid seats.
Thank you for allowing me an opportunity to explain and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations