Kulula.com
TAKING MONEY FOR A SERVICES NOT RENDERED

My client booked a return ticket through me, which I booked with Kulula. The traveller missed his first flight and did not have money on him to book the next flight. The manager was contacted and advised that she has to pay R200 for next flight. She advised the Kulula consultant that she will be there as soon as possible, which was in 40 minutes time. When she arrived the ticket was cancelled and a new ticket had to be booked at full price.

She heard over Radio that the return tickets also gets cancelled in a situation like this, and asked the consultant who confirmed same.

1) had she not asked, the traveller would have pitched up for his return flight only to find out if it was cancelled;
2) How can they cancel a return flight which was not missed even though they made her book a full ticket to get to destination;
3) An email was sent for a refund, twice, and they did not even have the decency to acknowledge receipt of the email.

They have been unjustly enriched for the return flight and they refuse to refund. a new return ticket had to be booked. This is against the consumer rights and yet they go on, even though it has been brought to their attention on previous occasion.

Company: Kulula.com
Country: South Africa
City: Durban

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