Kulula.com
Bad Attitude, Not adhering to CPA

Hi. In December 2012 a Travel Bank account was created for me with R800 by Kulula for a delayed flight. It does not specify on the paperwork I received when booking that you can use the account / money only for flights - so one would rationally assume that it would be for ANY of Kulula's services (flights / car hire, etc).

A few weeks ago I booked car hire from Bloemfontein airport. I used Kulula specifically because I had the money and Kulula does not fly from Cape Town to Bloem, so we can't use it for flights.

Nowhere on the car hire forms does it say that one can't use a TravelBank account - this was confirmed by the agent, Tsholofelo, at your general car hire enquiry number. I do understand Kulula uses an external provider, but that is not my problem. Now when I wanted to link the Travel Bank account to the car hire, I was told I cannot do it. Tsholofelo told me they can't allow it as it does does not state that you CAN use it. But that is not how the Consumer Protection Act work! It is exactly the opposite - unless it is specifically excluded in the TCs and Cs - you cannot refuse it.

Tsholofelo told me I can take Kulula on the Consumer Protection Act.

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

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