Kulula.com
Lack of Compassion

My sister-in-law (brother's wife) passed away on 3/8/2013 very suddenly. When I called to Kulula to ask for a cancellation for my flight for 8 Aug 2013, which was a long weekend, they said they could only refund unused taxes. I was shocked. I assumed that the CPA would allow me to get a refund, even if a penalty was applied. The ticket could easily have been resold as it was a long weekend. I had 2 people personally who could have taken over the ticket if Kulula allowed it. I was informed that if I didn't change the date, which costs R342 per ticket, I booked 3 return and the difference in the fare, I would lose the ticket. I spent over R3000 and now to reschedule I spent another R2500.00 just because something unforeseeable occurred. I thought that the CPA was intended just for this very situation. This policy is definitely not in line with that the intent of the CPA is and while I have changed the date at a huge cost, if I didn't i would have forfeited my ticket. I believe that I did provide ample time for Kulula to resell that ticket however their acceptable period is ONE month! I am disgusted at this policy and would think twice about flying Kulula again. You lack compassion.

Company: Kulula.com
Country: South Africa
City: Whole company

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