Customers with unused reservations booked with kulula.com or British Airways (operated by Comair) or via Comair’s channels, affected by Comair’s business rescue proceedings should take note of the below:
Tickets Purchased via Comair Channels (i.e. a ticket number starting with 161)
Customers who have purchased kulula.com or British Airways (operated by Comair) flight tickets (ticket number starting with 161) for departure between 14 March and 30 November 2020 and who have elected to retain the value of their bookings, or where customers did not make any election, will be able to use the unused ticket value for future travel. This value will be allocated to a kulula Travel bank account, which can be used to pay, or part pay for a future flight booking with kulula.com from 11 January 2021 to 30 November 2021. The value of unused flight tickets (ticket number starting with 161) booked outside of South Africa, will be valid for travel from 11 January 2021 to 30 April 2022.
Customers with an existing Travel bank account will need to email TBcredit@kulula.com and provide their unique kulula ID, as well as the original ticket number OR booking reference OR flight details (flight number, date of travel, routing and traveller’s name/surname), which will be used to facilitate the Travel bank credit process. The kulula Travel bank account will then be credited with the value of the unused flight ticket. Customers who don’t have an existing Travel bank account, will need to create a kulula ID on kulula.com and then follow the same process by emailing the required information to TBcredit@kulula.com. Due to system and operational constraints, facilitating the Travel bank process can take up to 8 weeks to reflect.
Customers who elected to become creditors and who are holding unused flight tickets starting with 161 have the opportunity to change their election and retain the value of their tickets, in order for them to make a future booking with Comair for flight before 30 November 2021, should they wish to do so.
Customers listed in the Business Rescue Plan (Annexure B) as creditors who would like to change their election, should email firstname.lastname@example.org and provide their booking reference or ticket number.
Tickets Purchased via a Third Party
Customers who have purchased a kulula.com or British Airways (operated by Comair) flight ticket for a departure between 14 March and 30 November 2020 from a third party (i.e. a ticket which does NOT start with 161), should direct their queries to the travel agent, British Airways or the partner airline form whom the ticket was initially booked. A list of contact details for Comair’s travel and airline partners is available here.
Customers who have purchased British Airways (operated by Comair) flight tickets (ticket number starting with 125) for departure between 14 March and 30 November 2020 may also refer to the British Airways ‘book with confidence commitment’ when making future bookings.
International and Packaged Bookings
International and Packaged Bookings refer to Customers who have
- an airline ticket with Vitality on Emirates, Qantas or British Airways International,
- a hotel booking via Vitality,
- a hotel booking with or without extras (such as airport transfers and experiences) on kulula.com, mtbeds or kulula holidays
The refund process for customers who have cancelled their reservations is underway and customers should expect further communication from Comair and the business rescue team.