Kulula.com
Awful Service

In early July 2013 I booked a Kulula holiday package for my parents in celebration of my mums 60th birthday. The package included flights from Durban to Cape Town as well as accomodation and car hire and the depature flight was on the 25th of July.

Like many South Africans, my mum has 2 names. In error I had made the booking under the name does not appear on her ID. Upon arriving at the airport she was refused her ticket, even after producing other proof that she is known by 2 names. My parents were then forced to book and pay for a brand new return flight, even though the flight had been sold out. In essence, Kulula resold her her own ticket. I tried to bring this up with the call center but all they were willing to do was refund the tax on the flights - which is about 12% of the flight price. A ridiculous rebate given the initial ticket prices.

I understand that Kulula have their policies around booking tickets under incorrect names, but surely there should be a penalty that is less harsh than having to re-purchasing a new ticket. Surely someone from the airline could have made the relevant name-chage at the airport?

Company: Kulula.com
Country: South Africa
City: King Shaka international

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