Kulula.com
Unreasonable!

My mom asked me to book a flight for her to Cape Town from Johannesburg for my sister's 21st Birthday. Because i'm a frequent traveller (i fly every 10 days, on average, using Kulula), i went into auto pilot and followed the process i usually do when booking my own flights. So i logged onto [URL Removed] and clicked the vitality option and booked a flight for myself instead of for my mom. I called the kulula call center immediately when i realised i had booked for myself instead of my mom. i was told that 1) the flight was nonrefundable 2) cannot be changed because it was a vitality booking & lastly 3) they do not change names. I understand Kulula's policies but i think there should be exceptions. This mistake cost me an extra R2000 (of which i did not plan to spend) my mistake i know however, i feel that Kulula could have changed the name or refunded the flight so i could book a new one. All it meant was changing 'Najjingo' to 'Miriam'...and that cost me R2000 which i think is very unreasonable. It was an honest mistake! They still would have made money from me, a LOYAL customer. I ended up having to change the flights to a later date, in the opposite direction and pay the change fee

Company: Kulula.com
Country: South Africa
City: Western Cape

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