I was bumped off my plane as the result of KULULA overbooking and had to catch the next flight.
For this inconvenience I was given a R400 voucher - which at the time I felt was an appropriate gesture which settled the situation.
I have been trying to book a flight since last night. The site offers no assistance or guidance if you have a voucher. I then called the call centre. Staff seem to be untrained on how to handle voucher issues. Eventually, after trying 3 consultants, I spoke to a staff member who had some sense of understanding my situation.
He advised me that I cant redeem my voucher through the site, but will lose by ability to utilise my vitality discount (currently on Gold). This is ridiculous, as when I was provided with the voucher, there was no condition stipulated and now it seems the voucher is worthless.
This was meant to be compensation for an inconvenience that i experienced as a kulula customer, not as a vitality customer.
It seems your inadequate systems are dictating common business sense and management are not taking accountability by properly dealing with customers. (Dawn Newman and Lizelle Botha)
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