Kulula

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 85 reviews
3/10
No Skytrax Rating
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2/10

"Kulula are Always late"

(South Africa)

Not Verified | Kulula are Always late, booked a flight for my son from Cape Town to JHB. Flight left 2.5 hours late getting him to OR Tambo at 11.30pm with him trying to find an Uber, never using them again. Now I remember why I switched to Safair who are far better and cheaper.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCape Town to Johannesburg
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no communication at all"

(South Africa)

Not Verified | I booked an early flight to Durban 3 March to have a full day of work in Durban. I arrive at the OR Tambo airport only to find out that my flight has been cancelled and no communication at all. They put me on another flight 3 hours later, this is ridiculous. Not sure how any business can operate like this in this difficult economical time.
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePretoria to Durban
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"they’ve really upped their game"

(South Africa)

Trip Verified | The cabin crew were amazing. They really took control of the cabin and looked after all the passengers. The thing I’ve never seen is how they controlled the disembarking of the plane, ensuring specific rows would get up in an orderly fashion. I’ve flown Kulula for over a decade and they’ve really upped their game!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteJohannesburg to Cape town
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"This is my last encounter with Kulula"

(Netherlands)

Trip Verified | Horrible treatment of customers. I felt like a child because of the absolute rudeness of staff. My flight was canceled with no explanation and I was put on an earlier flight, I checked in the night before to ensure I am seated next to my husband and once we got to the boarding gate I was told I was moved, no one could explain why and told me to go to my new seat and there is nothing they can do. Once in the aircraft I asked the first attendant if I can be moved back and he rudely said there is nothing he can do. A second attendant understood and asked the gentleman seated in my original seat if we could swap (turns out he checked in late and was given my seat) once sorted the head attendant rudely demanded to see our boarding passes and treated us in the worst way before she realized she was wrong and we were in our correct seats. For the remainder of the flight she would not even serve as, even though our seats were allocated to her. This is my last encounter with Kulula.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCape Town to Johannesburg
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"It is impossible to get hold of anyone"

(South Africa)

Trip Verified | This review does not relate primarily to the quality of flight but customer service. It is impossible to get hold of anyone, and when you do, they do not assist. 1) I booked a flight with the airline in December, which I subsequently had to cancel given that I tested positive for COVID-19. I provided proof to the airline and a refund was requested. Subsequently, the refund was deposited as a voucher in Travelbank. However, to details that are not my own? I cannot understand why I had to verify all my details for the money to get sent elsewhere? I therefore, have no way of accessing this money. 2) Next, I am trying to book a flight to the UK, I need to do so urgently to apply for the appropriate visas. Although the flight is British Airways (BA), I have to book through Kulula to access my Discovery Vitality Contribution. However, whenever you click on any BA flight, it just says error. I have been trying multiple times a day, everyday, for over a week, myself and my spouse have sat on hold for over four hours with no luck. After being on hold for an hour on one of the occasions, my spouse got through to someone who said that they will escalate the matter related to BA flights not working. We have not heard back. I have also sent multiple emails with no response. Unfortunately, British Airways will likely lose that money because we cannot wait indefinitely to book flights. I am honestly questioning whether booking through Kulula is worth the Vitality Contribution.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteJohannesburg to Durban
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Won't be using them again"

(South Africa)

Trip Verified | Zero social distancing, sitting like sardines. Badly damaged my bag that was booked in, had to buy a new one before returning on a different airline. Won't be using them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLanseria to Capetown
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline in this country"

(South Africa)

Trip Verified | Absolute worst airline in this country. They have absolutely no regard for their passengers or the fact that we’re in a pandemic. If you want an airline who’ll actually get you to your destination safely and without any problems, literally choose anyone but Kulula.
AircraftBoeing 747
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDurban to Cape Town
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"They will never see us again"

(South Africa)

Trip Verified | Pathetic airline. We arrived well on time for our flight, was sent around, in the end they gave our seats to other people. Zero customer service, basically stole R7000. Male at Kulula service kiosk has no idea about dealing with customers. Arrogant and rude. Nothing is their fault, they blame the customer. Two other people on the same flight were also told their seats were given to someone else. They will never see us again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGeorge to Johannesburg
Date FlownOctober 2021
Ground Service 12345
Value For Money 12345
no
1/10

" incompetent and unhelpful staff"

(South Africa)

Not Verified | Horrible customer service. After being on hold for hours on end not a single agent was able to assist in changing my flight time. Completely incompetent and unhelpful staff who cannot process a single email. Will never recommend this airlines and never use it again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteJohannesburg to Durban
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"you sit on the phone for hours"

(South Africa)

Not Verified | My wife and i flew from George to Johannesburg. We paid for a return flight to George for tomorrow 29 Oct. I tried to move our flight with one week. The service at Kulula is so pathetic that you sit on the phone for hours. Apparently they experience hi call volumes. That was the case for days now. We decided to lose the ticket and money and book one with FlySafair. So unfortunate that we are with Discovery medical and this is the only service they use.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGeorge to Johannesburg
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
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