My girlfriend and I have been doing long distance for five years&have flown with Kulula almost every month. She recently booked a ticket for me for a one way ticket to Cape Town on 5 January 2014. She mistakenly put her surname instead of mine, however my first and middle name as per my ID were correct. She made a genuine mistake by entering her own surname. We contacted the call centre when we received the confirmation email to rectify the mistake. They simply informed us that nothing could be done and we would have to purchase a new ticket and forfeit the R1100 already spent. We went to the desk at OR Tambo to speak to someone in person to explain our genuine error. They again told us there was nothing they could do. After flying with them for over 4 years & probably about 40 flights there is no understanding or willingness to help. We are absolutely shocked and are more than willing to pay some kind of fee to rectify our mistake. We understand the policies in place however surely discretion should be used in certain circumstances especially when it involves a genuine error. Mango &emirates allow name changes for a fee. There is no willingness to help loyal customers from Kulula.
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