Kulula.com
Exhorbitant fees for changed booking

I made a simple mistake in using the arrival times and not the departure times when booking online because I was using an iPad which didn't display the full screen, and ended up paying R707 to change my flights. The original flight booking cost R1616, so this is a 44% penalty! Yes, I know that in the T's and C's it says that no refunds are due and that there is a R300 charge (excluding VAT) but surely when one makes a genuine error, there should be an opportunity for one to immediately rectify the mistake at no charge? I realised my mistake when I received the email confirmation and immediately phoned the call centre to sort things out. I asked to be put through to a supervisor and Nadia said that there was nothing she could do because it was policy to have a change fee! Before we could talk further, the call was dropped! I phoned back straightaway, but she was on another call. I left my details for her to phone back, but can't be sure that I'll receive a rebate.

Company: Kulula.com
Country: South Africa
City: Call centre

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