Kulula.com
Double charge - no refund!

I filed a complaint to Kulula's 'feedback' email about a date change that was charged double on 17 April I had to change a flight for my Manager, and on the website it showed R680, but R1200 went off his account. What a rip off! On Mango they charge R150 changing fee! I was told that I ticked both sectors that is why the charge was double. So a week later I had to change a flight again, only this time I was super careful and double alert to the payment process and ticking the correct box. There you have it - again the charge was double. I wrote another email to kulula, and they continue insisting that I ticked both boxes, making me look like a fool. I know how careful I was, and I know I double checked everything. I used to be a travel agent for 4 years, so I pay a very high level of attention to detail when it comes to booking travel. A month later, there are still emails going back and forth between me and kulula, and they still insist I ticked both sectors. Only this time I saw at the end of my email another complaint from another client about the exact same issue? When I tried to bring this to their attention, they still claim, I selected both sectors. It is over R1000!

Company: Kulula.com
Country: South Africa
City: Contact centre

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