My 2 boys, ages 13 and 9 were not allowed to fly tonight because they did not have their birth certificates with them. In June they flew from Cape town without their birth certificates. The ticket sales lady told me it was my fault that I did not read the terms and conditions. After wasting a lot of my time explaining that she cannot help me, she gave me a telephone number of kulula customer care. I called around 19h00 but they were closed and they told me to 'call tomorrow'. When I got home around 20h15 and logged on online to change the booking, the kulula Website does not allow me to select the flight, it was an 20h00 flight. I am now in an uncertain situation about if and when the kids will be able to fly., needless to mention how upsetting this is for me and children and this is probably the last time any of us or the people we know and love will fly with such an uncaring airline.
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