21.09.2011 Good day, I have got a problem with 2 . I will start with the first one, Kulula. When my mum arrived in OR Tambo Airport (we are from France), she went to the Kulula counter to check-in to go to Durban. When she got there, they told her, sorry but we don’t have your names (she was together with my youngest brother) under the e-ticket reference you bring to us, you have to purchase another ticket. The thing is that my mum printed out the wrong e-ticket. But they never checked with her name nor phoned me as there was my cellphone number linked with the e-ticket. She then went to SAA to ask for a ticket as there was no seat available anywhere else and they charged her: ZAR 1.993 per ticket to go from OR Tambo to Durban Airport. When she arrived in Durban, she went again to the Kulula counter and with her name, she found the tickets but it was too late. I then claimed to Kulula for ZAR 1.993 x 2 = ZAR 3.986 as it is from their mistakes that my mum had to buy that ticket. My first claim was issued on July, the 21st, 2011. They then studied the case and agreed for the refund. On the 09th of August they told me that the refund will arrive on our bank account between 4-7 business days. The 02nd of September, the Kulula Refund Administrator was taking over the case and asking me again for the bank account details and the currency in which I wanted the refund. I then answered in Euros because our bank is in France. The 09th of September, the same person was telling me the payment had been proceed and I have checked my bank account since then and nothing has been credited onto it. I then asked for a proof of payment, which I only received yesterday (20th of September 2011). This morning we phoned our bank to ask if they received something to which they answered Kulula tried to pay something but in ZAR, currency they obviously don’t accept! I then sent again an email this morning telling them I asked in Euros and now the bank refused it because it was in ZAR, what next? And they didn’t answer. Altogether, I have exchanged 71 emails with them but I’m going nowhere! What can I do? Thanks very much for your help. SebastianGood day, I have got a problem with 2 airlines. I will start with the first one, Kulula. When my mum arrived in OR Tambo Airport (we are from France), she went to the Kulula counter to check-in to go to Durban. When she got there, they told her, sorry but we don’t have your names (she was together with my youngest brother) under the e-ticket reference you bring to us, you have to purchase another ticket. The thing is that my mum printed out the wrong e-ticket. But Kulula never checked with her name nor phoned me as there was my cellphone number provided for the booking. She then went to SAA to buy a ticket as there were no seats available anywhere else and they charged her: ZAR 1.993 per ticket to go from OR Tambo to Durban Airport. When she arrived in Durban, she went again to the Kulula counter and with her name, the Kulula agent found the tickets but it was too late, as she was already in Durban. I then claimed to Kulula for 415 (Four Hundred and fifteen) Euros which is the equivalent in Euros of the two SAA tickets purchased (ZAR 1.993 x 2 = ZAR 3.986), as it is because of their mistake that my mum had to buy these tickets. My first claim was issued to Kulula on July, the 21st, 2011. They then studied the case and agreed for the refund. On the 09th of August they I was told by them that the refund will arrive on our bank account between 4-7 business days. The 02nd of September, the Kulula Refund Administrator was taking over the case and asking me again for the bank account details and the currency in which I wanted the refund. I then answered in Euros because our bank is in France. The 09th of September, the same person was telling me the payment had been done but I have checked the bank account since then and nothing has been credited onto it. I then asked for a proof of payment, which I only received yesterday (20th of September 2011). This morning we phoned our bank to ask if they had received something and they answered that Kulula tried to pay something but in ZAR, currency they obviously don’t accept, so they refused it! I then sent an email to Kulula telling them I’ve asked the payment to be in Euros but it has been done in ZAR, so the bank has refused it. So, what’s next? But I didn’t get any answer back from them. I am also asking 120 (Hundred and twenty) Euros to Kulula for the damages and problems we experienced with them. I spent many, many hours fighting with them – claiming again and again, sending again the same papers to the same or different people, etc. – instead of achieving the goal for which I’m here in South Africa for almost 1 and a half year, which is to freely help other people as I’m a volunteer. The total amount we are then expecting Kulula to refund us is: 535 (Five Hundred and Thirty Five) Euros. Altogether, I have exchanged 71 emails with them but I’m going nowhere! What can I do? Thanks very much for your help. Sebastian