Kulula.com
Cancellation Policy

I have booked and paid for a Kulula return flight on my credit card for my grandmother on the 2 January 2013 to attend our wedding in Cape Town in March, she informed us yesterday that she will no longer be able to attend the wedding. That is when I found out that I cannot cancel the tickets or even change the passenger details.

I know that one of the other wedding guests would gladly use the flight if we are able to amend the name on the ticket and we are more than willing to pay the costs associated with a name change, but I find it extremely disappointing that an airline with such a sophisticated booking system is incapable of making an amendment with 2 months' notice.

According to Consumer Protection Act Section 17 (2), a consumer has the right to cancel any advance booking, reservation or order for any goods or services to be supplied. Also, no cancellation is not a pervasive policy in the airline industry either.

After corresponding with the kulula call centre I was told they could only assist if my grandmother was hospitalised and I could provide medical records. I am extremely disappointed as at this point we cannot afford to write off the cost of the flight.

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

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