Kulula.com
Unreasonable conditions of tickets

I had made a booking for a family friend to visit us in Durban. Unfortunately there was a small error in her first name and when she arrived at Lanseria in order to board the flight to Durban she was refused by the Kulula staff to board the plane as her first name was not 100% correct. The personnel at Kulula then refused a refund or alteration to the ticket and we had to book and pay for a new ticket. I immediately sent an email to their customer care department in order to bring this matter to their attention and request a refund for the first ticket because I now had to pay for two tickets for the same person. After more than a month I only got someone to finaly help me and the only answer I got is that this is their rules and the ticket will not be refunded. I feel that is is. If a ticket is according to them "not used" then their should be a cancellation fee and they should not just take the full amount for the ticket. Because of this I will never fly with Kulula ever again because they are be unfair and unreasonable and are doing business in a completely wrong manner. This already happended on 25 May.

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

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