Kulula.com
Flights delayed and charging for booking changes

I booked flights for my wife so that she can be in Pretoria for her mother's 60th birthday, the proceeedings for the party would start at 18H00 and she got a flight for 16H00 which would make a her a few minutes late already. Since booking the flights they have sent less than a day before the flights were supposed to happen an SMS to inform us that the flights have been delayed for an hour to 17h00. Then today we call to find out what is happening and they inform us that the flights are delayed for another hour to 18H00. We haven't even received SMS notification of such, so we'd have gone to the airport and waited for how long.

With the flights leaving so late she will completely miss her mother's birthday and the whole trip would be pointless, so we enquired about changing the flight to an earlier one. There was an ealier flight available, but Kulula charged me R388 to make this change. They claim that they will only do a free change or waive the cost if the flights were more than 3 hours delayed. I think this is completely unfair of them to expect the customer to pay for such a change as it's no fault of ours that their flights are delayed.

Company: Kulula.com
Country: South Africa
City: Cape Town

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