Kulula.com
Flight changes double charged and refund refused

I made a flight booking online that I subsequently changed the returning leg 4 days before my travel date. I paid for the flight changes via credit card and received a confirmation email that the changes had been effected and payment received instantly. To my surprise, on the travel date when I got to the airport I was told that I can't check in and needed to go to the sales desk. The gentleman at the sales desk (his name was Tebogo if I remember correctly) told me that I will not be allowed to fly as Kulula has not received my payment. I retrieved the confirmation email plus credit card statement and showed him on my iPad but he still insisted that I haven't paid. He told me that in order to be allowed to fly I needed to pay again then call Kulula to ask for refund - so I obliged as I needed to fly.

Yesterday I called Kulula call centre and spoke to Nontando Bendlela who told me they can't refund. I told her that I have confirmation emails and credit card statement as proof but she still wouldn't assist. She asked me to email the confirmation and I did but still have had no response to date.

This happened on my booking (YDOTOR) and my sister's booking (PICSJP). Please help!

Company: Kulula.com
Country: South Africa
City: All branches

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