Kulula.com
Cancellation of flight

A few months ago I made a booking from CT to Lanseria for Friday afternoon 14/6 and returning on 17/6 to visit a friend in Gauteng. However, cancer was diagnosed and all plans were upside down after he started with chemotherapy. He was seriously ill and ended up in isolation in hospital.

I had to make urgent arrangements and in between my exams I flew to Gauteng, end of May, to assist and support this special friend in hospital. The change in plans included 3 other tickets to be cancelled in total.
Unfortunately I was already in Gauteng on the 14th of June and wasn't on the flight from CT to Lanseria. On my return on Monday evening 17/6 I couldn't check in and was told that the whole booking was cancelled because I didn't inform Kulula.

Although it was one booking, it was 2 different flights!!! How could Kulula just go and cancelled my return flight? I had to pay R2417 to get on the plane!!! The feedback Kulula gave me is that they will refund only the unused ticket and not the used expensive ticket. I can give the necessary proof regarding the hospitalization but Kulula doesn't want to accept it because my friend is not an immediate family member (I disagree)

Company: Kulula.com
Country: South Africa
City: Customer Relations

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