Kulula.com
3rd World service frm "most South African" airline

45 excruciating minutes to Kulula's call centre and no satisfactory result! What initially started as an easy booking turned into a nightmare when I hit the payment page. The system generated a final booking with a price of R1121. I entered my Visa card details but was met with an error message requesting that I try again. Two more attempts gave the same message so I called the call centre at the prompt "Please call 086etc to complete the booking". I thought that it would just be a case of giving my card details over the phone, but boy was I wrong!! Firstly, I could hardly understand the person on the other side of the phone. Secondly, she said that my fare was no longer available - I would now have to pay over R1400 for the same ticket!! After 30min of frustration I asked to speak to a supervisor, Vusi. He was easier to understand but did nothing to resolve my problem. Surely, in terms of the CPA, if Kulua have taken my booking (my details and the price were still on the payment screen) they are bound to hold the price for the few seconds while I enter my credit card details? A shop would not be allowed to increase an advertised price while you reach for your wallet!

Company: Kulula.com
Country: South Africa
City: Web site and call centre

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