I purchased two round trip tickets online to Cape Town from Lanseria for R 1661 each from Kulula
Both tickets had restrictions, I upgraded one ticket to the flexibility option at an additional cost of R4322 so in total the one ticket cost was R 5983. Please note that the cost of the upgrade escalated by 61.5%
One of the benefits of the flexibility option was :
A 100% refundable booking, if you can't make the flight, a flexible ticket gives you all your money back. (R114 admin fee applies.)
When I upgraded the ticket, I was issued with a new booking code and my understand was that the old terms and conditions on the old ticket fall away and was replaced by the terms and conditions on the new ticket(upgraded ticket).
I later called kulula to cancel the ticket and request a refund as per the new terms and conditions of the upgraded ticket and that is when the stories begin.
I was told that the initial ticket (R 1661) would not be refunded as the terms and conditions under that ticket did not allow for a refund. THEN what was the upgrade for? Why did Kulula process a R 4322 transaction from my account only to selective apply the terms and conditions? I was also told tha