Kulula Airlines Missed Flight Policy

Overview

Kulula Airlines, a South African low-cost carrier operated by Comair, ceased operations in June 2022. Prior to its closure, it offered domestic flights and select regional routes in South Africa. Its missed flight policy was governed by its Conditions of Carriage, fare rules, ticket type, and South African Civil Aviation Authority (CAA) regulations. This policy outlines the procedures that were in place for passengers who missed their scheduled flights due to personal reasons, airline-related delays, or other circumstances. Note that since Kulula no longer operates, this information reflects the policy as it existed before the airline’s suspension and may be relevant for historical reference or claims processing.

Key Policy Details

• No-Show Policy: Passengers who failed to check in by the deadline (45 minutes before departure for domestic flights, 60 minutes for international flights) or arrive at the boarding gate (20 minutes before departure) were classified as "no-shows." For non-refundable tickets (e.g., Fly Light, Pack & Go), the ticket value was forfeited, and the entire itinerary, including return or connecting flights, was canceled as tickets had to be used in sequence. Passengers were advised to notify Kulula at least 45 minutes before departure via the Manage Booking section, mobile app, or airport counter to avoid cancellation and preserve ticket value as a Travelbank credit (valid for 6 months, later extended to November 30, 2021, for tickets purchased before May 5, 2020). A no-show fee (amount unspecified, typically fixed) was applied, and unused taxes and fees were refundable, less an administrative fee (e.g., $20-$30 USD). Rebooking incurred a fee (dependent on fare type) plus fare differences. Y-class fare coupons were not forfeited in no-show cases and could be rebooked.
• Non-Refundable Tickets: No cash refunds were provided for missed flights on non-refundable tickets. Rebooking was possible, subject to availability, a rebooking fee (dependent on fare brand, e.g., Fly Light, Pack & Go, Fully Loaded), and fare differences. Changes had to be made via the Manage Booking section, app, or airport counters at least 24 hours before departure. If the same fare class was unavailable, a higher fare applied with no refund for lower fares. For no-shows, passengers could rebook within 24 hours of the missed flight to avoid higher fares, subject to availability.
• Refundable Tickets: Refundable tickets (e.g., Fully Loaded with flexi options) could be refunded for the unused portion, less a service fee, if canceled before departure. Refunds were processed as Travelbank credits (valid for 6 months) or to the original payment method within 6-8 weeks, extended to 10 weeks during high-volume periods (e.g., after the March 2022 grounding). Requests had to be made within 30 days of ticket expiration (typically 12 months from issuance).
• 24-Hour Cancellation Policy: For tickets purchased directly from Kulula (ticket number starting with “161”), passengers could cancel within 24 hours of booking for a full refund if the flight was at least 7 days away. This applied to all fare types and had to be requested via the Manage Booking section or app. Tickets purchased through travel agencies might not qualify, and refunds could take longer due to agency processing.
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• Flexible Rebooking: Kulula offered a flexible rebooking facility for tickets purchased before May 5, 2020, for travel between March 14 and November 30, 2020, allowing passengers to transfer the full ticket value to a Travelbank account for future travel until November 30, 2021. Rebooking incurred a fee per person per sector based on the original fare brand, plus fare differences if the same booking class was unavailable. This facility was not available for ancillary products (e.g., extra bags, Q-Jump).
• Missed Connections Due to Delays: If a passenger missed a connecting flight due to a delay or cancellation of a Kulula-operated flight within the same booking (ticket number starting with “161”), the airline would rebook them on the next available flight at no cost. For delays of 3+ hours within Kulula’s control (e.g., technical issues), passengers could opt for a full refund or rebooking. No compensation was provided for delays, but meals or vouchers were offered for delays over 3 hours, and accommodation was provided for overnight delays away from the home airport, subject to availability. Retain receipts for reimbursement.
• Extraordinary Circumstances: No compensation was provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control). Kulula would assist with rebooking or refunding unused taxes and fees, less an administrative fee. Passengers were responsible for additional expenses (e.g., accommodation, transport). Travel insurance was recommended.
• Denied Boarding: If a passenger missed a flight due to overbooking and checked in on time with valid documentation, Kulula would seek volunteers first. If involuntarily denied boarding, passengers were rebooked on the next available flight, potentially with partner airlines like British Airways (operated by Comair), at no cost. Limited compensation (e.g., travel vouchers) was offered, subject to South African CAA regulations. Meals or refreshments were provided while waiting.
• Special Circumstances: For missed flights due to medical emergencies or bereavement, Kulula might waive rebooking fees or offer Travelbank credits with valid documentation (e.g., medical certificate, death certificate) submitted via the Customer Care form. Approval was reviewed case-by-case, and delays in documentation could lead to rejection.

Steps to Take if You Missed Your Flight

• Contact Kulula immediately via the Manage Booking section, mobile app, or airport counter within 24 hours of the missed flight to rebook or preserve ticket value as a Travelbank credit (valid for 6 months, or until November 30, 2021, for eligible tickets). Provide your booking reference (e.g., six-letter code like ABC123). Airport counters were recommended for faster rebooking during peak periods.
• Explain the reason for missing the flight to determine eligibility for rebooking, credits, or fee waivers. For special circumstances, submit documentation via the Customer Care form promptly to avoid rejection.
• Check your ticket’s fare rules in the Manage Booking section to understand applicable fees, restrictions, or refund eligibility. Fly Light fares were the most restrictive, while Fully Loaded fares offered more flexibility.
• Submit refund or compensation claims via the Customer Care form or email to [email protected], including your name, booking reference, and supporting documents (e.g., boarding passes, receipts, medical certificates). Refunds took 6-10 weeks, with acknowledgment within 20 days. Keep the reference number to track status.
• Keep all documentation for claims or expense reimbursements. Report baggage issues within 7 days for damage or 21 days for delays via the Baggage Irregularity Report form.
• Check travel insurance policies for coverage of missed flights due to valid reasons (e.g., illness, accidents). Request an Insurance Verification Form via Customer Care for insurance claims.
• For credit card payments, consider lodging a chargeback dispute with your bank for non-delivered services, providing proof of cancellation or no-show. Time limits vary by bank.

Additional Information

If Kulula canceled or delayed a flight by 3+ hours, passengers could opt for a full refund or rebooking on the next available flight at no cost. Refunds for cancellations took 6-10 weeks, with British Airways (operated by Comair) offering more flexible options under its “Book with Confidence” policy (valid until September 30, 2023, for travel before September 30, 2022). For delays over 3 hours, meals or vouchers were provided; for overnight delays, accommodation and transfers were offered if away from the home airport. Retain receipts for expense claims, submitted within 21 days for delays or 7 days for baggage issues. Kulula’s Travelbank allowed credits for future bookings but not for ancillary products (e.g., extra bags, Q-Jump). Customer reviews noted poor communication, with rebooking issues and double charges reported. Since Kulula’s closure, passengers with pending claims should email [email protected] or pursue chargebacks via their bank. For more details, review Kulula’s Conditions of Carriage (archived) or South African CAA guidelines.