I booked a return ticket with Kulula to fly from Cape Town to O.R Tambo and elected to pay via bank deposit, the amount being R2309. I made payment within 24 hours and received a receipt of payment from the Standard Bank ATM I made payment on.
On the day of my flight I attempted to check-in and was told that my booking did not exist. I rang through to the call centre and emailed through to the woman who answered my call a copy of the proof of payment. She rang back and informed me my booking could be reinstated if I payed an unexplained supplementary fee of R550. Desperate to get on the flight as I was on my way to a funeral I reluctantly agreed and was eventually told that I would be able to pay on arrival to the airport.
Arriving at the airport they had no record of my booking and I spent 45 mins at the ticket sales desk as they attempted to contact the accounts department and locate my money. They failed to do so and I was forced to pay R2434 for a ONE-WAY ticket which is more than I had originally paid for my return ticket. I have emailed the kulula complaints department and have failed to receive a reply as yet. This behavior is unacceptable and contradicts the CPA.
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