Kulula.com
Incorrect Info, Bad automation of IT, bad business

I paid for a return fare on kulula. I missed my first leg flight to Cape Town due to a puncture. I came 40 mins late.
I reported this to the kulula counter and was said I needed a new ticket at over 3000. I said it's too much and indicated I would still travel to the destination. I found a flight at Mango for just over 1000. Kulula cancelled the return leg automatically without so much as an email or SMS, even though they received payment in full. This I had to find out on the date of the return leg. Kulula thinks it not important to even notify a client of this automatic cancellation, even though the client has paid already for both legs, in full. I complained and was simply quoted the following text from their website:
"PASSENGERS WHO NO-SHOW FOR A FLIGHT WILL BE CONSIDERED AS A CANCELLATION AFTER DEPARTURE AND WILL RECEIVE NO REFUND OF THE FARE INCLUDING FARES OF ALL SUBSEQUENT SECTORS." However, my confirmation email from them stated this: "Should you miss your flight you will forfeit its value and your return flight will need to be re-confirmed at the airport ticket desk or Contact Centre, with a possible cost implication, as it will automatically be cancelled." Lesson: Fly Mango

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

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