FAQ - travelbank

Here's the low down on travelbank. We've tried to cover everything but if you have any further questions give us a call on 0861 KULULA (585852)


What is a travelbank account and why do I have one?

Travelbank is an online account that allows you to pay / part pay for kulula.com flights or British Airways (operated by British Airways) flights only. It replaces real cash and can be combined with credit card payments. If you have eVouchers or a gift card you’ll need to create a kulula ID and give the Contact Centre a call with your unique voucher number so we can credit a travelbank account for you. If you’re a jetsetter all kulula moolah credit is saved in a travelbank account (If you’ve forgotten your new password please contact the jetsetter team). kulula credit card holders will earn kulula moolah into their travelbank accounts every time they shop with our snazzy card. If you’ve received a refund or compensation an account is created for you to use at anytime. No combination bookings (flight plus car / hotel) or flight extras can be bought using travelbank.

Where do I find my travelbank account?

To access your travelbank account you need a kulula ID. When you’re paying for a flight, you'll see travelbank as a payment option or click here to access your account.

How do I access my travelbank account?

You would have received a welcome email from kulula travelbank with your login information (it’s the same info as your kulula ID log in). Use this login information every time you want to pay using your travelbank account. If you did not receive this email, please call our Contact Centre on 0861 KULULA (585852).

I used to get paper vouchers, have these gone away?

We will send you an electronic message when you have been compensated. If you already have a kulula ID, all you need to do is call the Contact Centre and your travel bank account will be credited.

If you’ve received a kulula gift card or eVoucher you’ll need to create a kulula ID and call our Contact Centre and they will credit the voucher amount to travelbank. You’ll be able to go in and book a flight for anyone at anytime using travelbank as a payment option.

If you earn kulula moolah from our kulula credit card your money is deposited into a travelbank account on a daily basis. It’s easier for you, one place for all your flight credit so you don’t have to keep track of all your voucher numbers and confirmation numbers, you’ll only need to remember one log in and password.

I had some vouchers and credits from a previous booking. Do I still have them?

Yes. These funds were moved into a travelbank account and you would have received an email with your log in details. If you have not received an email regarding your account, please call our Contact Center at 0861 KULULA (585852).

Can I use travelbank credits to pay for kulula holidays?

We know travelbank is really cool, but it cannot be used towards car hire, hotel bookings or holiday packages. Travelbank can only be paid towards British Airways (operated by Comair Limited) and kulula.com flights.

Can I use travelbank credits to pay for car hire, hotels, events or ‘combine and save’ bookings?

Travelbank can only be used to pay or part pay for flight only bookings. When booking a car, hotel, event or any ‘combine and save’ option which can include a flight, travelbank will not be available as a payment method.

What’s the value of travelbank credits?

That’s easy to answer its rand for rand value! (1 credit = 1ZAR)

Do my travelbank credits expire?

Most credits are good for one year from the date of issuance, unless its kulula moolah, a gift card or eVoucher. See the breakdown of the validity of credits. You’re able to view each credit’s expiration date on your travelbank statement. When you use funds from your, credits with the soonest expiration date will be used first. So you don’t loose out. The best part is travel need not be completed by the credit expiration date.

NOTE: If you receive a refund on a flight that was originally paid for with travelbank funds (for full or partial payment), the expiration date will revert back to the original expiration date of the credits that were used to purchase the flight.

How do I know how many credits I have in my travelbank account?

You can easily view your current balance and all previous transactions on your travelbank statement or call our Contact Centre on 0861 KULULA (585852) to get this information.

travelbank login and passwords (old jetsetter login and password)

How do I get my travelbank ID and password?

You would have received an email with your travelbank login details. Keep this email safe, if anyone gets a hold of these they can use the money. If you have not received this email, please call our Contact Centre on 0861 KULULA (585852) for assistance.

What’s the difference between my travelbank account number and kulula ID? What do I use to log in?

A kulula ID tells us all about you and you’re able to save your credit card details in a secure environment so future purchases are completed in just a few clicks. This ID is unique to you, and if you have a travelbank account you will use the same log in details. A travelbank account is a 16 digit number, think of it as your flight credit number, there is no need to remember this long number just your password and log in for kulula ID. You cannot have a travelbank account without completing the kulula ID required fields. We are PCi compliant and will never share or loose your data - read more.

I want to be able to view my credit. The travelbank system will not accept my password. How can I access that information? Can I reset my password?

We can’t remember everything, select 'forgot password'. A link will be emailed to you which will allow you to change your password. If you forgot your password and your email address has changed so we can’t send you a new one, please call our Contact Centre 0861 KULULA (585852).

I received an error when I entered my password: "Field password must be all alphanumeric". What does that mean?

Passwords must contain letters and numbers. This is for security reasons so we know it's you. Special characters (i.e. !#$@*, etc) are not allowed. In addition, the following rules apply:

  • Passwords must be between 8 and 20 characters long
  • Are case sensitive
  • Cannot contain a Q or Z
  • Must contain at least one letter and one number
  • Cannot use proper names
  • Can not contain three repeating character
  • Can not contain special characters or symbols (such as !#$@*, etc)

travelbank and jetsetters

What’s the difference between travelbank and jetsetters? Are they the same? Can I use my old jetsetter login ID and password?

If you were a jetsetter with kulula moolah on 21 June 2012, you will be able to access your travelbank account with the same username and password that you used for your jetsetter account. If you had no kulula moolah on 21 June 2012 we have created a kulula ID for you with the same username and password, but you will not have a travelbank account. The jetsetter programme has changed and you can only earn kulula moolah by shopping with the kulula credit card. All kulula moolah that you had available to you on 21 June 2012 will be valid until 23 December 2012.

I have jetsetter kulula moolah. Where do I find my kulula moolah?

All your kulula moolah can still be used to pay / part pay kulula.com flights, kulula moolah was transferred to a unique travelbank account, which has been set up for existing jetsetters. You can find all past transactions and balances by logging in to travelbank with your old log in details. Your login details are the same as what your jetsetter login and password details were.

Where is my kulula moolah? Can I view them? How do I know if they were used or transferred?

kulula moolah is now in travelbank. All kulula moolah and previous transactions can be viewed by accessing the travelbank statement.

I have multiple travelbank accounts, all under my name, can I use them all?

Yes, please call our Contact Centre on 0861 KULULA (585852) for assistance and we’ll try merge all these accounts into one.

How can I earn kulula moolah after 23 June 2012?

You will need to be a kulula credit cardholder to earn kulula moolah. Only kulula credit cards starting with 4303 will qualify to earn kulula moolah on spend. You’ll earn kulula moolah on all your kulula credit card qualifying spend. The more you swipe the more you earn. Qualifying spend is when you pay for goods with your kulula credit card. This excludes certain transactions such as ATM withdrawals, gambling chips and travellers’ cheques. Please refer to kulula credit card terms and conditions for full list of exclusions.

Will I earn kulula moolah when I make a kulula flight booking after 23rd June 2012?

Afraid not, the jetsetter programme has changed and kulula moolah can only be earned through swiping your kulula credit card that starts with 4303.

Why has kulula changed the earning rules with regards to jetsetters and kulula moolah?

kulula will be implementing a global airline solution provider called Sabre, who currently service 250 airlines throughout the world. This new system has forced us to re-look the program and make changes to our business to bring it to standard global practices. Sabre will help ensure that we are able to offer you smarter and better services as well as new tools to make your life easier.

After we reviewed all our current offers and services to see were customers were getting the most value and where they could improve their offers and therefore it was decided to make the changes to the jetsetter programme.

How much kulula moolah can I earn with the kulula credit card

Spend during the month:You'll get back:
R0 - R5 000 = 3% back in kulula moolah
R5 001 - R10 000 = 2% back in kulula moolah
R10 001 - R20 000 = 1% back in kulula moolah

So if you spend just R2 000 on your credit card for 6 months, you'll have R360 in kulula moolah to blow.

How long will the kulula moolah that I earn on my qualifying spend be valid for?

The kulula moolah that you earn on your qualifying spend will be valid for 6 months

I am a Discovery Vitality member and a jetsetter; will I still get my Vitality discount and be able to pay with my Discovery Miles and kulula moolah for my kulula flight?

Yes, you are still able to benefit from the Discovery discount and pay with your kulula moolah.

Who can I talk to for more information?

For more information on our kulula credit card please call 0860 MOOLAH (66524)

For more information about jetsetters please contact kulula’s Contact Centre on 0861 KULULA (585852) and select option 1.

How to use travelbank

Can I view my travelbank credit online?

Yes. You can access your account on kulula.com by logging into ‘my kulula ID’ or by clicking here

How do I use my travelbank credit on a new booking? Can I use it online and over the phone?

When booking online at kulula.com, you’ll have the option to use travelbank during the payment portion of the booking. You’ll be able to view the balance of your account and indicate how much of those funds you want to apply to the current booking. You will need your travelbank login information to access the account. You can also use travelbank as a form of payment when booking through the Contact Centre. Remember there is a service charge when you book through the Contact Centre.

I want to use a credit card and travelbank credit. How do I do this?

You’ll have the option of paying using travelbank during the payment portion of the booking. Simply apply your travelbank funds first, and then enter the credit card information to cover any remaining balance. If you pay using your kulula credit card, you’ll earn kulula moolah on the spend and earn more towards your next flight.

I need to change my booking. Can I use my travelbank to pay for changes in price and change fees?

You can use your travelbank account to pay for changes in ticket price and the change fee that goes with it. However, travelbank can not be used to pay for the following:

  • Any flight combos
  • car hire
  • hotel bookings
  • holiday packages

I forgot I had credit and booked a flight. Can you apply my credit and give me a refund?

Sorry, no can do - it's best to always log in first with your kulula ID.

I have multiple travelbank accounts, all under my name, can I use them all?

No, you can only log in once to one account. If you wish to merge, please call our Contact Centre on 0861 KULULA (585852).

Each member of my family has a travelbank account. How do we pay for one booking?

Each family member can use travelbank funds by booking individually online at kulula.com or by calling our Contact Centre on 0861 KULULA (585852). There may be a service charge applied to the booking through the Contact Centre. Family members may not combine travelbank credits.