Kulula.com
Poor policy on booking changes

I took advantage today of Kulula's sale day and made an online booking for two adults. Upon receipt of the confirmation email virtually two minutes later, I was horrified to notice that I'd made a typo by selecting the return date as 11 March instead of 11 February. I went back online (as Kulula kindly indicates that one is allowed a once-off change online) to change the incorrect date and was duly charged a R296 (R148 pp) change of date fee. I felt that this was unfair as it was basic human error (albeit a silly one) that caused the oversight. Also, the error was noticed within minutes of the booking, not days or weeks afterwards. I decided to call Kulula's customer line to explain my situation with a request of them waiving the change fee. Though the call centre operator was friendly enough, her supervisor refused to entertain the request. I was then told to either pay the change fee or simply leave the flight dates as is!! I am really annoyed that Kulula flatly refused to listen to my explanation, as I honestly think they should allow for accidental errors made with online bookings. So much for cheaper tickets and good service!

Company: Kulula.com
Country: South Africa
City: Head office

  <     >