learn more on what's new
We’ve aligned ourselves to best global practice, which means good changes for everyone. As with anything new, we’re experiencing longer than usual Contact Centre hold times and a few travellers are experiencing some web gremlins, this is only temporary. We ask for your patience and feedback over this period of change. Our teams will strive to maintain the level of service that you have come to expect from us and we just know you’ll love our new website as much as we do.
We've waivered service fees for now to thank you for your patience at this time of change.
what's changed
The way you book is different, but don’t get alarmed, we’ve still kept it quick and easy. All our flights are live in the system, so first to pay is the first to fly.
Finding the lowest price is easy; when you search the results will automatically show the lowest price on the day in the header. You can make one online change depending on how you’ve paid. Further changes can be made by calling our Contact Centre.
Flight extras like more bags can be bought online when securing a flight. If you’re not sure what you’re packing you can call our Contact Centre 2 hours prior to departure to add extra bags for less.
For Discovery Vitality members to qualify for their discount, members must log in first with their Vitality details first. We are not able to add the discount after a booking has been made. To purchase flights using eBucks members must book using the eBucks website.
You can no longer earn kulula moolah when you fly, but you can still burn kulula moolah on any flight for any traveller when you pay using travelbank. Credit card holders will be able to earn kulula moolah the more they shop.
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Questions
- general
- traveller
- jetsetter
- travelbank
What system is kulula.com using?
We've joined 380 airlines around the globe with trusting our flight inventory and operational planning with a system called Sabre. Sabre has been in the airline industry for many years and calls on the experience and professionalism from people around the world.
Why is kulula.com switching booking platforms?
We've moved to the Sabre platform to make our booking system and website stronger, faster and all-around better. The new booking platform has made our systems much more stable, with more efficient operations, improved traveller capabilities and it has given us the ability to continuously expand our airline partnerships and alliances.
What are we doing to ensure that the impact is minimized?
To help prepare for our change over the weekend of 23rd June - 25 June 2012, we have decreased our flight schedules (by about 45%), added extra staff across our operation, and focused all migration of data to be done in the witching hours of the evening. We have also advised travellers to arrive at the airports slightly earlier for their flights. In addition, all of our staff has received extensive training on the new system. Our airports and Contact Centre is additionally staffed throughout June.
To say thank you for your patience over this period, we are dropping all service fees through the Contact Centre till the end of June 2012.
I’ve already booked will my old confirmation number work after 23 June?
If you go online to view your booking after June 22nd, you’ll notice a different confirmation number for a flight than the one you received when you first booked. Our new system has assigned you a new booking number. But not to worry, you will receive a new confirmation email with your original flight details and original booking number. Bookings will remain the same and your old confirmation number for check in and at the airports. The new booking number must be used for the Contact Centre.
What if I have an eVoucher or gift card – can I use it on the new system?
Evouchers, gift cards or other flight credits have to be transferred to the new system. You’ll need to call the Contact Centre with your unique number and the team will create a travelbank account for you.
the steps:
- create a kulula ID on the kulula homepage
- call the Contact Centre with the voucher unique ID
- we’ll create and credit a travelbank account so you can pay for a flight using travelbank
Travelbank is a nifty online credit tool that you can pay for flights and taxes with.
Where can I buy eVouchers and gift cards?
Purchasing eVouchers online or gift cards from stores is not possible for the moment, but we are looking at ways to bring the gift of flight back to you.
Does Sabre allow you to have e-ticketing?
Yes, each booking now has an e-ticket going forward. E-ticketing allows us to make it easier to help you during irregular operations. Travellers will see an e-ticket number on each confirmation and boarding pass going forward.
What is e-ticketing?
An e-ticket carries the same information as a paper ticket. The major difference is an e-ticket is located in a database, instead of in your pocket. It’s an electronic record of the booking, containing the flight times, date and place of the flight, airport, seat assignment and travel class. At check in, travellers need to show a valid drivers license, green ID or passport to receive a boarding pass. Once we confirm the traveller's information, we issue a boarding pass. You may be required to show your identification again at the boarding gates.
What can I expect when I call the Contact Centre?
We’ve called in the troops and our Contact Centre has additional staff present, however callers may experience longer than usual hold times due to a high influx of calls over this period. Should you have routine changes, upgrades, or bookings please try to do as much as you can online to avoid longer hold times. We also encourage fans with general questions to review this page to see if their question can be answered through our FAQs.
Will my booking be lost during the change?
No, you’re still in safe hands. We’ve moved all existing bookings, so if you booked a flight before 22 June 2012, it will still be in our system on 23 June. With that said, there will be a 12 to 24 hour period starting on 22 June after 5pm when you may temporarily be unable to access your bookings online or through our Contact Centre.
If you experience any problems locating a booking after 23 June, please call us on 0861 KULULA (585852).
Can I add a pet to my travel booking during the cutover?
If you’ve already booked your pet to fly it should not pose a problem moving forward. Pets cannot be booked or paid for online. You'll need to call the Contact Centre to arrange the safe carriage of your pet. Pets are charged a flat rate of R350 per container including the pet. An additional 'heavy bag charge' of R250, will be levied if your pet and container weigh more than the allowed 20kg. Please be sure to familiarize yourself with the rules before taking "Fluffy" on holiday with you. Please note that only domestic dogs and cats can be transported.
Will I still be able to use bargain browser and flight status?
We no longer have bargain browser or flight status on the new systems. But when you’re searching for flights you’ll easily see the lowest price for the day. We are working on plans to bring the flight status tool back for you to use.
What is travelbank?
Travelbank is a nifty account that keeps ‘real rands’ in a safe place for future flights. When you log into your travelbank account you can view all your credits at once and seamlessly pay / part pay for flights using a credit card and travelbank. Travelbank also applies credits for payment based on their expiration dates, so you can make sure you're paying with the credits that are due to expire first.
I’m travelling after the system change. How will I be affected?
You'll be one of the first to use our awesome new look and get to experience a globally acclaimed system. Although our new system will ultimately improve your experience, the switch may cause some temporary inconvenience to our fans. Every measure is being taken to ensure that this does not happen and we value your patience and feedback at this time.Will my confirmation number change after the new system is live?
No, any bookings made for future dates on the old system will remain unchanged. So it will be business as usual. Should you experience any hiccups please give us a call on 0861 KULULA (585852) and we’ll make sure you get to your destination on time.
If I’m planning on travelling with you, can I change my flight in advance?
We’re trying our best to avoid any glitches but if you don’t feel comfortable travelling over the 22nd June give us a call on 0861 KULULA (585852) and we’ll change your booking for another date - no service fee! If you’ve booked your flights through a travel agent or third party site like Computicket please contact that site for changes, cancellations or credits. No refunds can be given but we’re happy to change your booking for another date.
What can I expect when I call the Contact Centre?
We have called in the troops, and our Contact Centre is fully staffed, trained and ready to help. There may be longer than normal on hold times. We’ll try our best to help you as quickly as possible. Where ever possible the website should have the answers you’re looking for or find us on facebook or twitter and we’ll try to help where we can.
What can I expect at the airport?
The airports may be a little busier than normal, but we’ve called all hands-on-deck for the next few weeks. We’ve made sure that all our staff has been trained on the new system, check in may just take a little longer to start with. To be safe, please leave for the airport a little earlier than originally planned.
Will kulula lose my booking at all over this change?
No. We moved all data including bookings over to the new system. Extra special care is being taken to keep all the info we have. With that said there may be a short period where you may temporarily be unable to access your booking online or through our Contact Centre.
If you experience any issues finding or making a booking after 23 June, please call us at 0861 KULULA (585852).
Will I still earn kulula moolah points for my flights during the change?
kulula moolah will no longer be earned with flights. The only way to earn kulula moolah is through spending on the kulula credit card. Any current kulula moolah that fans have has been moved to a travelbank account where it can be used to pay / part pay for flights. kulula moolah can still be used towards flights and taxes. Spend your kulula moolah on any flight, at any time for anyone.
Will my jetsetter kulula moolah be affected by the cutover?
Not at all, in fact we’ve extended any kulula moolah that you may have by 6 months. That way what ever kulula moolah you have won’t expire for another 6 months. Your kulula moolah along with all your information has been safely migrated to the new system. A travelbank account has been credited and you will receive an email with new log ins. So to book and pay using kulula moolah all you need to do is log into a kulula account make a booking and pay using a credit card and travelbank. One kulula moolah is still worth one rand and you can still book any flight for anyone.
If you do not receive a travelbank email with your new details please call us on 0861 KULULA (585852)
Will there be any changes to the jetsetter program after cutover?
The jetsetter program will continue to change and improve. The major change is that you need to be a holder of the super cool kulula credit card to earn kulula moolah.
How can I earn kulula moolah after 22 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. kulula moolah will only be earned on credit card spend.
From 23 June 2012, the only way you’ll be able to earn kulula moolah is with a kulula credit card that starts with 4303 when using it to pay for your daily purchases.
Why has kulula changed the earning rules with regards to jetsetters and kulula moolah?
kulula has implemented a global international airline system provided by a company called Sabre, who currently service 380 airlines throughout the world. Sabre will ensure that kulula is able to offer a smarter and smoother services as well as new tools to assist you with your flights.
kulula reviewed all their current offers and services to see were customers were getting the most value and where we could improve our offers and therefore it was decided to make the changes to the jetsetter programme.
What will I earn kulula moolah on?
You will earn kulula moolah on all your kulula credit card qualifying spend. The more you swipe the more you earn.
What is qualifying spend?
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 a full list of exclusions.
How much kulula moolah could I earn when spending?
| 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.
Why are jetsetters accounts changing to travelbank?
Travelbank is a nifty online system that keeps track of credits in your very own account. kulula moolah credits will be stored in a travelbank account for you to use when you like. We’ve done this so you can still book online for anyone.
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 member, you’re able to access your travelbank account with the same login credentials you used to access your jetsetter account. So there is no need to learn new details we’ve tried to keep it as simple as possible.
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 new log in details. Jetsetters would have received an email with your old jetsetter log in details.
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 long will my kulula moolah that I earn on my qualifying spend be valid for?
Your kulula moolah that you earn on your qualifying spend will be valid for 6months. Any kulula moolah that you have already earned has been moved over to travelbank and has a fresh validity of 6 months so that kulula moolah will only expire on the 23rd December 2012.
As a jetsetter, the kulula moolah that I earned used to be valid for a year, why is kulula moolah now only valid for 6months?
As a kulula credit cardholder you will now earn kulula moolah so much faster, and therefore be able to pay for your kulula flights in full with your kulula moolah so much faster. So no need to have kulula moolah valid for one year you’ll be jetsetting around SA before then.
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 0860 KULULA (585852).
General
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. It replaces real cash and can be combined with credit card payments. If you have an eVouchers or 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 travel bank account (We’ve kept the log in and password the same as your jetsetter account). kulula credit card holders will earn kulula moolah into their travel bank accounts every time they shop with our snazzy card. If you’ve received a refund or compensation, give us a call and we’ll create an account for you to use anytime.
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.
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 a 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 will be moved into a travelbank account and create a kulula ID and give us a call at 0861 KULULA (585852), we’ll credit a travelbank account for you.
Can I use travel bank 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 kulula.com domestic flights and taxes. It cannot be used towards any flight extras or flight changes.
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. View a 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 travel bank statement or call our Contact Centre on 0861 KULULA (585852) to get this information.
travelbank login and passwords
How do I get my travelbank ID and password?
Once a travelbank account is create you will receive 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 wits 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)