On 15 July I attempted to book and pay on line for a flight. The process aborted, returned "unsuccessful" error message. A few minutes later I succeeded to conclude the transaction. Yip, you guessed it, my bank account was debited twice for the same transaction.
On 17 July Linda Stuurman of Kulula acknowledged telephonically the error and invited us to e-mail for a refund which was done on 19 July.
I subsequently followed this up 3 times before Linda finally condescended to respond only to tell me that the refund will take 4-6 weeks. I immediately replied, copy to the "feedback" desk, to say that was not acceptable, and demanded that she escalate the matter to the CFO for an immediate refund and if unable to, she was to please send me the contact details of the CFO so that I could address him/her directly.
To date no response, no details and no refund in my account.
I hate to think that this SP, in error or by inherent system design, could be double charging clients to enjoy 4-6 weeks interest on their ill-gotten cash, but the thought has crossed my mind.
What other reason could there be for this policy?
Now sit back and watch the automated response
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