Passengers planning to use their unflown ticket vouchers on kulula.com or BA Comair for flights to their holiday destination over the festive season could be in for a rude awakening.
With the notable exception of passengers holding tickets originally booked for December dates, redemptions of old tickets may be used for bookings only from January 11 to November 30, 2021.
Passengers holding tickets originally booked for a December date would be accommodated on the flight they had originally booked, said an airline spokesperson. He said if the new schedule meant that those flights were not operating (e.g. flights from Lanseria), those passengers would be re-accommodated on a flight out of or into OR Tambo nearest to their original departure time.
Customers who have bookings for December on a route that the company is not yet operating during December, will be able to use the value of their reservation for future travel.
A spokesperson for Comair told Travel News: “Customers with unused bookings for departures between March 14 and November 30, 2020 on kulula.com, or who hold British Airways (operated by Comair) reservations starting with the digits 161 and who did not elect to become creditors, will be able to use the value of the ticket for future travel.”
Ticketholders for both kulula and BA Comair need to redeem their unflown tickets by creating a kulula ID on the website, and then emailing the kulula Travel bank at TBcredit@kulula.com with details of the booking. The value of these tickets will be allocated to a kulula Travel bank account and can be used to pay in part or in full for a future flight booking on kulula.com, from January 11 until November 30, 2021.
Holders of an existing Travel bank account can e-mail TBcredit@kulula.com and provide their unique kulula ID, ticket number or booking reference or flight details. Their account will then be credited with the value of the unused ticket.
The airline urges eligible customers to do this as soon as possible as the volumes and operational constraints mean it could take up to eight weeks for the value to reflect in their Travel bank accounts.
Also, it says that as very high call volumes are expected, passengers are asked not to phone the contact centre to provide information on unused reservations and only to use the e-mail TBcredit@kulula.com.
Comair also says that customers who previously elected to become creditors now have the opportunity to change their mind and thus retain the value of their tickets. To do this they should e-mail creditorsclaims@comair.co.za and provide their booking reference or ticket number.
