Kulula.com
Dark Patterns and Lack of Response

I have 2 issues with the way info is displayed on Kulula's website that is clearly misleading. Like when you have to tick a box to NOT receive promos, it's something called 'Dark Patterns'. What REALLY annoys me is their lack of response.

1) Available Seats: Some flights indicate e.g. 3 seats remaining. If you book the 3, more seats often appear. I know many travel websites pull this trick but I still wanted to know why Kulula does & why they're ok misleading you. I emailed 10 July & the response from Constance Mphakathi 12 July stated it's the last seats at that price. This is not what it says online so I asked why again. 5 emails, 4 weeks later: NO response.

2) Total Fees: Book a car online & the fee breakdown is shown with the total below. However a mandatory Admin Fee is not added to the total so you will pay more than stated. Clearly misleading. I emailed them & a Jean responded 14 July stating it has been escalated to management & will revert back. 3 more emails, 4 weeks later: NO response.

Their brand info states "We're honest and always try to bring the best value to our customers". I assume their 'honest' answer if they did respond would not result in value to customers.

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

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