Kulula.com
Appalling customer care&ridiculous reversal period

I made a reservation online for a flight from Johannesburg to cape town and I thought my booking was complete as I received a sms from the bank confirming my payment via credit card.

1) kulula failed to notify me that I had infact no reservation made and only found out when I called customer care to query why I hadn't received a confirmation email about my booking yet payment had been credited from my account.

2) the customer care operator I spoke to assured me that reversal of the amount paid would be made within 24 or 48hrs later. But I found myself calling customer care once again 48hrs only to be told that the reversal can only be made 7 days later as if 48hrs isn't inconvenient enough!

Not only is this the biggest inconvenience, the lack of information given to me by th kulula customer care representative has cost me my time and my money. Had I been told that the reversal would take that long I would have rather booked a new flight and paid the difference and not have requested a reversal because now my travel plans have been derailed and delayed.

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

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