I have looked at Kulula complaints and this seems to be a common complaint. Overcharging, unwillingness to refund, website booking errors and poor service at contact centre.
I tried to book a return flight on my mastercard. After entering the credit card details the website pop up with a error message. No booking confirmation was received and no amount was taken from my credit card. I subsequently booked using another card, my Visa card, for the exact same flights for myself. This booking went smoothly and I received a booking reference. When checking my Mastercard account balance used for the failed initial booking, I discovered the cost for the 1st booking attempt had been deducted, as well as a hold placed for exactly the same amount by Kulula, ie 2 payments, while I had already paid with my VISA.
I contacted the contact centre and spoke to Tamaren Smith. She said it could take up to 6 weeks for a refund! Noting that it was a KULULA ERROR! I said this was unacceptable. She asked me to send my statements and she would discuss with her superiors. No feedback. I phoned 2 days later, She called back. Promised to respond by yesterday 3pm. No Response.
Just give me my money back!!
0 comments