We purchased flight tickets for myself and my 2 children a few months ago to fly next week. Due to circumstances beyond our control we had to cancel the planned trip, when I contacted Kulula to request that we have our ticket refunded (with the expectation of there being a cancellation fee) I was told there is a 100% non-refundable policy as per their terms and conditions. I could also not transfer the tickets to my husbands name, the only available option was to move the flight date, this phone call took over 30mins from my cell phone due to being put on hold constantly. When I contacted the Kulula call center this morning, after being disconnected by an extremely rude woman the first time I called, to move the tickets I was informed that there will be a R365 charge PER TICKET to move the date. This means the options are to loose the entire ticket price or pay in a further R1095 to move these tickets. Surely this should not be legal according to the New Consumer Protection Act?? How can Kulula justify these unreasonable "terms and conditions"? And what possible options are available if we cannot pay the fee to move the tickets? NOT A HAPPY CUSTOMER!
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