Kulula.com reply to complaint
Thanks for the opportunity to respond to Mr Stegmann's complaint.
With regard to the Discovery Vitality booking, it's a pity that Mr Stegmann didn't see the big banner on our webpage advertising the discount offered to Vitality members. We also have a log-in button that's permanently displayed on the left-hand side of our web page, which includes the Discovery logo, to make it even clearer for our fans who make reservations. All Discovery members that would like to make use of the discount offered to them use this facility.
kulula.com is a low-fare airline and this means that our business model is different to that of "conventional" airlines. One of the features of this business model is that we don't offer refunds and this is clearly stated in our terms and conditions.
British Airways was able to give Mr Stegmann a refund as they are a full-service airline and do offer refunds. Incidentally, both kulula.com and BA, locally and regionally, are operated by the same company, Comair Limited.
Customer service is very important to us and we welcome any feedback as it gives us an opportunity to evaluate where we are doing well and in which areas we can improve. As such, we have a very good customer relations (CR) team dedicated to attending to customer feedback.
They are also usually very prompt and efficient in responding to e-mails and calls, and have in Mr Stegmann's case responded to e-mails sent to them both personally and on a well-known Internet forum. Our CR team is contactable on e-mail: cr@kulula.com or on the phone at 0861 KULULA (585852).
We hope this provides clarity to Mr Stegmann's matter and we still hope to welcome him on board soon.
kulula.com
Article from http://www.thestar.co.za/
Thank you Kulula.com - you offer a great service, and many of our clients use you. From www.southafrica-carhire.com
Labels: South Africa - Airlines
