I've been in contact with Kulula for over a month now, with regards to a flight being cancelled due to medical reasons. My request was for the flight to be refunded as a voucher so that I can be able to use it again because I can understand the no refund policy. At least if I received a voucher I could still make use of all the money already spent and not just loose it. After having a lot of problems from the call center consultant I asked for the contact details for a manager. A Mr Silas [Email Removed] called me back and I was impressed. He told me that I should email him the proof directly and that he will sort out the problem for me. I sent him the medical certificate as well as proof of other flight cancellation and refunds from Mango, Emirates and Bangkokair who all refunded without any problems. I have been following up since then, but don't get any response from Kulula or Silas. The flight was scheduled for the 26th of June. This is an example of some of the worst service and customer care I've ever experienced and I will do my best to make sure that everybody I come into contact with will be aware of my experience with KULULA.
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