I booked an air ticket online and as I entered the details and pushed the pay button, their website timed out. I phoned kulula and was informed that no payment reflected on their site. Their agent then said I should redo the payment a second time. I then made a payment by credit card and that was acknowledged and went through. When I later checked my bank account the original payment did come off my bank account and I later ascertained that it had been credited to kulula although no ticket had been issued in regard to this payment. Despite several telephone calls to them and emails to their supervisor, I still have not received a refund from them although they have informed me that it is being processed. This was extremely bad customer relations and they did nothing to rectify the matter although the problem occurred on their website. I am still waiting for the refund to be made to me.
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