Kulula users whose flights were cancelled can now get a refund, but face a long wait

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On Monday, Comair announced its about-turn by means of a tweet on its Kulula account

Good news for the thousands whose Kulula flights were cancelled during the airline’s recent five-day grounding — Comair has decided it will issue refunds.

However, while British Airways ticket-holders were told last week that they could apply for a refund on their cancelled flights — and expect to get their money back within six to eight weeks, “or longer” — Kulula customers were told their only recourse was a credit valid for only six months. The company had declined to be drawn on why it had chosen not to extend the same recourse to its Kulula customers who were affected by flight cancellations.

Asked to comment last week on Comair’s refusal to consider refunding affected Kulula passengers, a National Consumer Commission spokesperson said the commission was engaging with Comair and the CAA, as it’s required to do “when [we] identify practices inconsistent with the Consumer Protection Act”.

 

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