Kulula.com
Kulula's mistake cost me R300

I went online to book a Kulula flight to Vic Falls. After going through the booking and inputting my credit card details a dialog box popped up notifying me of a problem. It gave me reference number to call Kulula call centre. I called from my cellphone and was on hold for 4 minutes... Called back, after 2 minutes an agent answered, told me she couldn't find the reference number on the system. tried surname, ID number, no avail. She put me on hold for another 5 minutes, and came back. I told her the incident and she told me it was a bank problem and she couldn't help me!! I booked again today and although succesful the tickets were about R350 more exepnsive.
My complaints are: Why was I on hold so long? Why was she inable to find my online booking off the reference number? Whats the point of a refernece number? If the bank is at fault why did the website refer me to the Kulula call centre? And why did waste R350 plus cell phone costs for an issue that was not an issue??? I believe Kulula records calls and they can verify the story - and I think they failed big time.
My reference was NBRHMT

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

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