Johannesburg – Passengers who were affected by the airline’s short-term grounding during lockdown over July and August 2021 can still claim their Travel bank credit and fly until the middle of next year.
There has been some confusion around the redemption of unused kulula.com tickets resulting in a last-minute rush, says Desmond O’Connor, kulula.com Chief Commercial Officer.
Not all passengers with unused tickets need to redeem these by 30 November 2021.
“There are two categories of passengers who may want to redeem unused tickets; those who as a result of the airline’s initial business rescue would have to redeem their unused ticket and fly by 30 November 2021 and those who, as a result of the lockdown in July and August, would have the full 12 months from their original travel date to redeem their unused tickets and fly.
“The latter still have some time to do this, but we would urge passengers not to wait until the last minute and contact kulula.com earlier in 2022 to redeem these,” says O’Connor.
Those passengers who would have travelled between the business rescue period of between March and November 2020 had the option to become a Comair creditor as part of those proceedings or a travel credit valid for a period of 12 months with flights resuming in December 2020. This means the deadline for both the redemption and flying is 30 November 2021.
For the redemption of unused tickets customers may contact the kulula.com call centre or send an email to bank@kulula.com.
kulula.com passengers redeeming their unused tickets can also do so online, while for BA Comair flights operated on kulula.com, these would need to be changed manually through the call centre or dedicated email address.
“We understand fully that for those passengers who have only a few weeks left of the 12-month validity to redeem their unused tickets, the pressure is on to get this done. Consequently, our call volumes have increased substantially. We are doing everything we can to deal with that influx as we prepare for a busy peak December period and thank our customers for their patience,” says O’Connor.
“If you’re flying in December, for your ease of travel we would advise you to check any luggage that does not meet the hand luggage allowance of up to 7kg. Flights will be full and as a result space in overhead bins will be limited, so avoid any inconvenience by checking our baggage allowance information on our website. We want to give you the smoothest air travel experience to start your well-deserved December break,” says O’Connor.
Online bookings can be made both on the website and through the new app, which saves on the service fee for bookings made through the call centre. Passengers can then also self-service their own bookings online, again saving on call centre fees should they wish to make an easy change.
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