A booking was made on my behalf for a flight to Durban by the secretary of our company. Upon receiving the flight confirmation I noted that the dates were incorrect. Within 10 minutes of the booking being made we attempted to access the booking on the website, but were directed to the call centre. A fee of R684 was quoted to change the dates. This is more than the cost of one leg of the journey.
My question, which remained unanswered by the Call Centre supervisor is this:
In terms of the CPA - which is law in South Africa - is there no cooling off period (not even 10 minutes) upon making a purchse. One could reasonably expect that the erroneously booked tickets (for 6 and 7 May) could easily be re-sold by Kulula.
I understand that airlines mostly have a rigid termination policy; the CPA states that this policy must take into account the timing of the cancellation. If there is more than enough time to find a new buyer for the hotel room or air ticket, then the cancellation fee should be paid back almost in full. If it's a last minute cancellation, then a bigger fee can be charged. They still received our business as we were not cancelling anything. Is Kulula exempt from SA law?
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