Kulula.com
Refunds a HUGE problem, and getting worse

I booked a ticket to PE on 7 March which I needed to cancel. I called to do this 10 days prior to the flight and was informed that I would only be refunded just under 50% of the cost. This was not ideal as trying to change the flight to another destination proved to be more of a nightmare! I was assured that the refund would be paid back into my credit card within 2-3 weeks of this call.
It has been over 6 weeks now and every call centre person I deal with has a new story each week. Firstly I was told after my first call (week 3) that I actually had needed to send an email to notify them in writing which I was never advised to do on cancellation of the booking. Another staff member then told me not to worry as she had 'sorted it out" on the system. Week 4 another staff member Eisha Ishmail advised that the previous staff member had actually not communicated with the Refunds Dept at all but that she ASSURED me that the money would be paid in by Friday 3 May latest. (Needless to say she hasn't returned any of my calls again)
Today I am told that Kulula have no record of this refund at all, and they wouldve required the credit card details again anyhow, in order to process. DISGUSTED!

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

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