Kulula
Reviews and Complaints

DO NOT BOOK WITH THIS AIRLINE! We booked a domestic flight for our planned 3 week trip trip to south africa from Ireland. Covid meant our flights leaving Ireland was suspended. The customer service was horrendous - I received no reply to repeated messages and emails sent. They were not willing to refund the 200 euro spent. A friend in South Africa did get through to them eventually and the only option they gave my son and I was to pay more money to rebook flights within 5 months yet flights are still suspended? This is not realistic nor is it helpful and quite appalling given that our inability to get to South Africa is completely out of our control. All other agents whom we booked with in South Africa kindly refunded our money. I would subsequently advice people not to book with this airline period given our negative experience overall.

I have had a kulula credit card since its inception. In July I was issued with a new credit card and since then I have not been credited with kulula moolah (despite the amount to be credited appearing on my credit card statement each month!)
I have contacted Card Division - no help whatsoever - get told this isn't their problem! Several phone calls and emails to which I have not had the decency of a reply. Travelbank can't help neither can card division. Reservations hasn't got a clue either! The right hand doesn't know what the left hand is doing at kulula. I am now forced to cancel my credit card due to the lack of customer service.
Very disappointing to say the least!

Dianne Gough
[protected]@absamail.co.za
[protected]

We we boarded Kulula flight MN601 to Durban, I was struggling to place my bag in the overhead luggage compartment and requested the flight attendants help, she told me if I couldn't manage how was she going to manage. She was happy to assist other passengers but not me. She was rude and disrespectful and shouted in front of all the passengers she had done nothing wrong. My request was polite and did not warrant her attitude or response. We will not fly Kulula again. We fly regularly to Durban and have never received such rude or bad service on any other airline.

I have tried to cancel my bookings for the 22nd December, FIRST BY phoning 8 times. NO RESPONSE! I emailed 3 people on 1st DECEMBER today is the 7th I haven't had a response. i am cancelling because we are chronically ill clients and can't be exposed to the virus as we in the midst of the 4th wave. REFs: JID2TQ and JQPQKN. times unsuccessfully.

On 28 October I contacted Kulula in an attempt to book using my travelbank credit. I was told the booking would be sent to British airways and I would receive confirmation e-mail to settle the balance. The e-mail never arrived. I contacted Kulula again on 2 November, when I had to choose new dates as the flights I originally selected were already fully booked. I was again told that I would receive a quotation via e-mail. On 3 November, after hanging on for hours, the call operator told me that I needed to call British airways directly and Kulula suddenly could no longer help me from their side. What absolutely incompetent service and disinformation. All very well having a travelbank credit but good luck trying to ever use it.

I have been trying to get through to the Kulula call centre for the last 6 business days, all attempts have been unsuccessful. I have been on hold for at least 15 minutes only for the call to be cut off, or just ended. After calling back 4 times a day with no change, clearly, there is something wrong?
I have sent several query forms on their website starting on Tuesday the 12th of October and am still waiting for a reply (even though they claim a 48 hour response time!).
I have also sent numerous complaints on their website, and no surprise, there has been no response.
I have contacted their team on Facebook only for them to say that they have sent my details through and someone will be in contact with me, that was on Monday the 25th of October, I am still waiting for a response.

I am trying to change a flight for one person (to the 3rd of November), I can't do this on their website as it will change the flight for all other travellers on the same booking reference.
All I ask is for someone to get back to me so that I can change the flight. Obviously, the date I would like to change the flight to is looming closer, and every day Kulula doesn't get back to me the cost of changing the flight is going to increase.
I have had fantastic service from Kulula in the past, and am utterly shocked that a company (never mind an airline) can operate like this.

We are experiencing the worst customer service we have ever experienced with your airline. We have been trying to book a flight for 2 days and still have not been able to book the flight. We have asked to speak to a supervisor, then the phone call gets dropped. When someone eventually answered the phone again, they promised that a senior supervisor will contact us. We are still waiting. 2 days later, 10 phone calls later, 10 hours of airtime wasted, numerous consultants that could not assist and we still have no booking!
Business must be booming for you that you don't care about your customers!

We wanted to support your airline, but I guess we should rather take our business elsewhere.

I have been trying for month to reset my travel bank password, but absolutely no one can assist.

Numerous emails has been send to comair and kulula, but no one can assist to resolve the issue.

Every time they send the same email and overtime i confirm to the individual it doesn't work.

If this cannot be resolved i would like to receive a refund on these flights as this will probably expire soon and then i get told it expired.

Please can someone assist.

I have been waiting on the line now for 40 minutes and eventually I had to put the phone down as I was about to run out of airtime! I think I might have Covid and am urgently trying to get hold of somebody to speak to them about my flight which I'm suppose to board tomorrow. I have also filled out an inquiry form and have had absolutely no response not even an acknowledgment that my inquiry was received. Please I need someone to call me urgently on my cell number [protected]

To whom it my concern,

On Friday, 8 October 2021, I booked a flight from OR Tambo to CPT international. I specifically booked a flight at 12h15 as I have personal commitments in Worcester at 15h30 as well as a work deadline.

When I woke up on the morning of Friday, 8 October I was so excited to return home after been travelling all week- only to find out that the flight was delayed to 15h30. After this delay, the flight was delayed a further 3 times- to 16h20 then 17h20 and then 18h05. When I eventually got on the plane it only took off closer to 18h30. As I live in Worcester, I only arrived home close to 23h00. Because of the number of the delays in flights, I not only incurred extra costs, I missed my personal function and missed a work deadline. I am terribly upset of how Kulula handled this and demand not only an apology but also a gesture of goodwill from the airlines side.

I look forward to hearing from Kulula ASAP

Regards,

Keenan Bergins
[protected]

I booked 2 Tickets to fly from Durban to Johannesburg and then from Johannesburg to George
Ticket numbers
Edward Carmody [protected]
Lynda Carmody [protected]
Date 21.04.2020
When I try and manage my booking with Reservation code SBIXPW it says
can't find booking
I would like a coupon or refund for these tickets please
Please can you help me
My email address is [protected]@telkomsa.net
Cell no is [protected]
Thanking you

I have booked a flight for 3 people, wherein my mom was one of them. This was booked and paid for on the 8th June 2021 for December. However my mom has been diagnosed with Lung cancer and cant travel due to her condition, so we asked to cancel the flights. When i phoned Kulula, which is where i booked the flights through, they told me to speak to Comair. Meaning now i have to speak to the 2nd party. I was told they need a copy of her being admitted to hospital. I have forward them the doctors letter (the doctor inside the hospital) saying she is permanently on oxygen and needs home care to look after her. They don't want to accept this letter. Firstly, what we as a family is currently going through, is tough and now i have to beg and plead for my money back. I am given them a very good lead time on my cancellation as the flights is only in December. Also stating that our times we booked where cancelled 3 times during this time and changed to other times. (Booking details MN0505 / MN0594)

Because of Kulula being on and off I could not fly on the desired date. Now Kulula refuses to grant my refund or hold my ticket until there is a need to fly. There is no way that people can be expected at times desired by Kulula. Even if you book the flights get cancelled because of their operational reasons. This is dalylight robbery. I have been flying with Kulula for years and the least they can do is advance people's refunds. Kulula should never be allowed to fly.

We have had the poorest service ever. Booked a ticket. The system threw us off.
No answer from the call center holding on for day. Drove into the or tambo Airport to come and sort out and the overcharged us with Over R500 extra. We are so disgusted. Downgrade them to minus 1 star. We are in a que for 30min. 20min waiting for any assistance. No one at the desks. Pew scrap them from the air. British airways must break free from this service of kukula that only brings their name down

On Sept 5, I had to buy extra weight for my daughter. She was on a flight back to Cape Town. I were told that the amount would be R330, at the check in, counter. We were referred to the Kulula counter to buy the extra weight. There he also stated the amount due to be R330. I paid with my credit card. The amount on the Kulula receipt was to the amount of R330, I then later checked my credit card receipt. This was to the amount of R410! The amount on the receipt surely should be the same as on my credit card? How is this possible? Is this not fraud by the person behind the counter?

Hi, Please note we were advised that our refund was approved on the 10 Aug 2021 till to date we haven't received the money.

we have been communicating with Joy Phage but today its day 12 and she hasn't come back to us.

your feedback back will be highly appreciated

Me and my husband have a return flight booked from june but due to lockdown our flights were grounded. Today we have been struggling all day to get hold of someone who can help us. We want to know how to redeem and use our fully paid tickets for our next flight. The moment the flights was canceled you phoned and promised we will be able to use tickets every day. Now that we want to use the tickets we cant get hold of nobody... no cool

Problem with transparency and communication regarding baggage allowance:

When booking my ticket the system asked me to choose between fly light option, pack and go or fully loaded. The fly light option has a picture of one person traveling and the pack and go a picture of a family with children. Since there is NO explanation of the options when you book I took the option with only one person in it (since I am not traveling with kids).

NO WHERE on the EMAIL kulula sent did it state the baggage allowance. I therefore assumed it would be standard 20kg check in and 7 kg hand luggage.

I checked in online and the Boarding pass CLEARLY STATES that 20kg of checked in luggage IS ALLOWED. See attached.

When checking in I had to pay an additional R410 for 1 standard 20kg bag of luggage for me and my sister traveling together. i.e. R820 in total.

My booking reference number is THBZIL
Flight 7 Sept 2021; MN109; Jhb to Cape town 12:15
Return flight 21 Sept 2021; MN104; Cape town to Jhb leaving at 9:45 am

Please assist me with the following:
- Please give me a refund for the additional fee paid for baggage R820
- Also refund the R640 additional baggage fee on return flights.

Flight KDIDVV for Grg to Jhb, 3 passengers on 10th of Aug refers.
Kulula cancelled my initial flight in July for the 21st.
I moved it to 10 Aug its cancelled again. I booked my trip way in advance, and now dont have cash for the return flight because a refund takes 8 weeks. This is not acceptable as rebooking on such short notice results in inflated ticket prices..iso paying R900 pp, its now R2600 pp. Even if i get my refund, im out of pocket by thousands.

Flight 106 Cape Town - Johannesburg. Time 1145 Date: 23 June

J.D Santamicone

To my disgust and inconvenience my entire contents in my suitcase was wet.
Some clothing items were sopping, others pieces wet!
How long was my suitcase just left in the rain before it was actually loaded into the Aeroplane? All my clothing had to be washed, and repacked to travel further to KZN, which caused delay and inconvenience, let alone the expense.

Not impressed with Kulula

Mrs JD Satamicone [protected]