I recently had to cancel my flight tickets from OR Tambo to EL (With SAA) and from EL to OR Tambo (With Kulula). I called Kulula first and was told I have to change the date and have to do it immediately, I was requesting additional information and the call centre agent had such an attitude I had to eventually tell her that it is my first time cancelling a ticket and a little patience from her side would go a long way in assisting me. Needless to say, the impatient tone was lowered ever so slightly but still there. We eventually concluded the transaction and then I called SAA who I thought would be a lot worse. But low and behold the gentleman (SOLOMON) that assisted me was helpful and understanding and even offered to waive the cancellation fee if I could produce a hospital admission and I DID NOT HAVE TO PROVIDE A DATE THEN AND THERE. I can phone them back when it is convenient for me. I know Kulula is a low cost airline but their service is way below par and in future I am sticking to SAA. and to the call centre agent that works at kulula if you do not like your job then find another one.
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