My mom was hospitalised on the day she had to fly home. The manager at the call centre said I could get a refund, and after sending them a doctors note and my bank details I was told it would take 6-8 weeks to process the refund. That was on 18 Feb. Despite numerous calls and emails asking for feedback, I have still not received my refund or any feedback. I called again two weeks ago and was told that they would contact the refunds dept and call me back within an hour. No one got back to me. When I called again on Monday I was told that they wuld contact the refunds dept again. Still no one has come back to me. I've spent hundreds of rands on my phone bill because I'm forced to call the 0860 number to explain my situation each time and then hold on while they try to get their ducks in a row! I am a frequent flyer and usually use Kulula but from now on I think I'll take my business elsewhere.
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