I recently booked flights on Kulula and British airways for my vacation. Following a death in the family I was forced to cancel my flights as I needed to be with my family. During my first telephonic discussion with the Kulula consultant she explained that the tickets could be cancelled with a change of date, however a change of date would incur a small charge, which is completely acceptable. She also mentioned that I would have 6 months available to change my flights, at no stage did she mention that I needed to give her dates immediately! During my second discussion with a Kulula consultant, a different consultant, I was told that I needed to give dates immediately, within a 6 month period from date of original flights, otherwise the flights would be cancelled. Please be aware of this, it seemed no one really knew the correct procedure to follow, 3 different stories from 3 different consultants! Had it been explained correctly the first time I would have put together some dates, unfortunately I now find myself with no flights, less than 65% of my money refunded and an extremely sour taste in my mouth.
Kulula has just lost a customer that's for sure, very poor performance.
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