Kulula.com
Refunds a HUGE problem

I booked a ticket to PE which I needed to cancel, which I did 10 days prior to the date of flying. I was informed that I would get just under 50% refund back which isn't ideal, however I accepted this and was assured that the refund would be paid back into my credit card within 2-3 weeks.

It has been over 6 weeks and every person I deal with at the call centre has a new story each week. Firstly I was told after I called after 3 weeks that I actually needed to send an email to clarify, which I was never advised to do on cancellation of the booking. Another staff member then said not to worry she had sorted it on the system. On week 4 another call centre lady called Eisha Ishmail advised that the previous staff member had not communicated with the Refunds department but assured me that she would do so and I would be refunded by Friday 3 May.

Today I am told that they havent made the refund as they dont know the credit card details to pay it into? Therefore I need to resend those and wait another 5 working days.

This is the most disgusting service I have ever received and being pushed from pillar to post. I shudder at the thought of calling Kulula each week to follow up. IRATE!

Company: Kulula.com
Country: South Africa
City: South africa

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