Attorney Michael de Broglio on: South Africa, Law, Politics, Attorneys, Sport, Photography, Technology, Gadgets, Media, Crime, Road Accidents Fund,
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I think that the Kulula policy of never giving refunds on any flights, no matter what the circumstances, is completely unreasonable. I book a number of flights with them for my clients, and recently in a personal matter, where a flight was no longer necessary, we asked, with four days to go, if we could cancel the flight. We were told that all we could get back were our airport taxes and that Kulula will keep the entire amount paid for the ticket – and of course try and sell it again!
The one thing about flying with SAA is that although it is sometimes more expensive, if you miss a flight they will make a plan for you even if it is at a small penalty, and the problem with booking with airlines like Kulula is that if you miss a flight, even if you notify them days in advance, you will have to pay again and there is no refund. It is a very harsh attitude, it is not a good way to do business in my opinion and it is something that they should really give some serious thought to. You don’t always have to keep somebody else’s money in your pocket when you are not rendering a service to them and you can still sell that ticket again and probably will and it leaves you feeling that you have just dealt with a completely unsympathetic company who has relieved you of some of your money. I cannot for example see what the problem would be if they, at the very least, don’t want to give you the money back, or give you 80% of the money back, why they cannot give you a voucher that you could use on a similar flight at a similar time later.
Posted by Michael de Broglio on Thursday 11-Dec-14
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on Friday 20-Jan-17 03:46 AM
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chris said:
on Friday 17-Jul-15 07:08 PM
An they are not eben on time anymore. Last week an hour delay to Cape Town and I am sitting at OR Thambo once again with yet another delay. Who knows how long. Not keen to use them again!!!
chris said:
on Friday 17-Jul-15 07:07 PM
An they are not eben on time anymore. Last week an hour delay to Cape Town and I am sitting at OR Thambo once again with yet another delay. Who knows how long. Not keen to use them again!!!
Joyce said:
on Monday 15-Dec-14 04:50 PM
I think there is a lack of business skills with the company involved
Mathilda said:
on Friday 12-Dec-14 04:56 PM
It is so unreasonable and very poor customer service ,will definitely not fly with them again.
Angelique said:
on Friday 12-Dec-14 04:54 PM
SAA is the way to go!! I find it quite unreasonable not to refund someone's money if they are giving you notice - not even a percentage or at least a penalty. This is something more people should complain to the airline about so that they can change their policy. What if someone falls really ill - is that not a valid reason for a refund? Boycott
Alexis said:
on Friday 12-Dec-14 08:24 AM
A lot of airlines will not refund you on entry level tickets. Kalula / Comair, Mango, SAA and BA. I say you get what you pay for. The one nice thing about Kalula however, is that you can postpone your ticket to a later date, change the name of the person travelling as well as change destinations as well, all for a small price.
Cornelie said:
on Friday 12-Dec-14 08:24 AM
That is really unreasonable you never know what might happen to your plans, I agree at least give a percentage back or a voucher to use again. I will rather pay a little bit more with SAA then not getting my money back if my flight changes.
Elektra said:
on Thursday 11-Dec-14 03:03 PM
I agree, companies that use their service often will most likely move to another provider where service is will be more beneficial to them. Kulula slow sinking ship.
Jade said:
on Thursday 11-Dec-14 10:03 AM
This is awful! I did not know that, this was their policy, and I would now seriously reconsider flying with them. After hearing everyone's terrible experiences with Kulula, it sounds like SAA or Mango would be a better choice. I think that they should definitely refund the money, give a large portion of the money back or give a voucher as you have said, especially since sufficient time was given for them to sell the ticket.
Liesl said:
on Thursday 11-Dec-14 09:54 AM
I have had about 2 flights with them and the experience was not bad at all. But this is not the good old days where the public only had one or two options to choose from, the market is flooded with various options. They cannot count on affordability of flights solely to remain competitive the only thing that will set you apart from your competitors is the service you render they better step up with their services
Nicolle said:
on Thursday 11-Dec-14 09:15 AM
Unlike so many situations where monopoly companies dominate in South Africa such as Eskom and Telkom. We simply do not have much of a choice as to provider. At least with flights we have a choice.
Juliet said:
on Thursday 11-Dec-14 09:15 AM
Besides EVERY single flight I have been on with Kulula being delayed, the other issue I have with them is exactly what you have said above, basically day-light robbery when you can't make a flight they just keep all of the money! In April my one flight was delayed by 5hours and 40minutes! I was 6 months pregnant sitting in the airport because they wouldn't just be honest and say it will be 5 hours so you can leave and come back, they tell you half an hour, then in an hour, another hour. Secondly, they broke my pram which I can now no longer use and they refuse to compensate me because I didn't take it to show them within 7 days. They do not want to hear what was happening in your life or why you didn't prioritize driving all the way out to the airport again to show them your property that they damaged. They are completely unsympathetic and give you an "eat s$#t" attitude because they know everyone is going to keep flying Kulula so why bother with actually caring about their customers
Marisa said:
on Thursday 11-Dec-14 09:15 AM
Like the people are these days it is just about money and nobody else.. Most places don't want to help the customers anymore and if they do they don't look like they want to as they sigh and pull their faces like "are you serious, you want me to do this" kind of face.. It is sad that people don't want to help their clients anymore then the Bosses always wonder why they are losing business, and there should ALWAYS be a customer care department so they could see what the complaints are and to help them improve their business.
Sorea said:
on Thursday 11-Dec-14 09:01 AM
Well, maybe the solution is just to change service providers. That is the great thing about consumer's having a choice. :)
Brenda van den Bergh said:
on Thursday 11-Dec-14 08:46 AM
Any company should know that customer service can make or break your business. I flew with Kulula once before and I will never ever waste my money on their airline again. My flight was not even much cheaper and when I got on the plane it had the most vile stench which made for a very uncomfortable nauseating flight.
The fact that they don't refund plane tickets at all even due to sudden unforeseen change of plans, is absolutely ludicrous and does not speak well for the airline at all. If they were a super great top airline, one would maybe try and understand their reasons, but truth is, they are probably on the bottom of the "food" chain in the airline industry and they should be working much harder to promote their airline.
So I have to agree, SAA would be a much better choice, it may be a bit more expensive, but the experience will definitely be a better one. Although I have also flown with Mango airlines and I enjoyed that flight.
Kaylee said:
on Thursday 11-Dec-14 08:43 AM
I don't think this is a good business strategy, I think that they will end up loosing business because people will get annoyed, especially companies that use their services on a regular occasion.
Jessica said:
on Thursday 11-Dec-14 08:31 AM
I think it is disgusting that they have no client services. It's not exactly cheap either flights and it's not like they counted on that money anyway as you have to always be prepared for things. Anyways people in S.A are always getting done in one way or another it's pathetic.
Sarah said:
on Thursday 11-Dec-14 08:30 AM
I agree with Bianca no customer service at all. They can at least give refund and just take a percentage off , at least that way you get some of your money back. How they going to run a business if they don't keep their clients happy
david said:
on Thursday 11-Dec-14 08:22 AM
they have also stolen money from me...
Bianca said:
on Thursday 11-Dec-14 08:19 AM
It is unreasonable that they will not under any circumstances issue a refund. This again indicates poor customer service and absolutely no compromise from a service provider. If they are not willing to give a cash refund, then at least provide the refund in the form of a voucher for a flight on another occasion. This shows no concern for the customer and their needs.
Johannesburg based attorney specializing in personal injury matters including Road Accident Fund claims and medical negligence matters. My interests include golf, reading and the internet and the way it is constantly developing. I have a passion for life and a desire for less stress!