Kulula.com
Poor Service

I tried to book a flight online at [URL Removed] payment was processed for the flight however I was not issued with an E-ticket. As an auditor I feel that the online booking system is flawed as it should not be possible for payment being processed without being issued an E-ticket.

My next line of recourse was to contact the call centre. The person that I spoke to was very rude and did not assist me appropriately. He said I had to rebook the same flight at a higher price (R400 more that the original flight that was paid for) or I could be refunded the money in 48 hours. So I asked for a refund, then I get an sms from my bank saying an additional amount was processed to my bank account, resulting in my bank account being charged twice by the amount of the original flight amount. This is very alarming as the IT controls appear to be not operating effectively both at the call centre and the website.

I am still waiting for the amount to be refunded to my bank account. I had subsequently booked another flight on SAA which offered me far better services and at a lower price.

I will not be using [URL Removed] in future years as the service is very bad.

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

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