FAQ - Travel bank

TRAVEL UPDATES:
For more details on Travel bank credits issued due to unused/unflown flight tickets for 14 March 2020 to 30 November 2020, please read our flexible reaccommodation for unused tickets. info.

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

What is a Travel bank?

logo

What is a Travel bank account and why do I have one?

Travel bank 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’ve received a refund or compensation an account is created for you to use at any time. kulula credit card holders will also earn kulula moolah into their Travel bank accounts every time they shop with our snazzy card. Travel bank can only be used as payment on flight bookings, no combination bookings (flight plus car / hotel) or flight extras can be bought using Travel bank.

To get a Travel bank account, you’ll need to create a kulula ID, this helps us associate the credit to a person. A kulula ID will also make it easier to book a flight in just a few clicks. We’ll remember your details for you, so you just have to remember a log in and password.

CREATE MY KULULA ID

logo

Where do I find my Travel bank account?

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

logo
logo

How do I access my Travel bank account?

You would have received a welcome email from kulula Travel bank 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 Travel bank account. If you did not receive this email, please call our Contact Centre on 0861 KULULA (585852).

If you earn kulula moolah from our kulula credit card your money is deposited into a Travel bank account on a daily basis.

logo
logo

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

Yes. These funds were moved into a Travel bank 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).

logo
logo

Can I use Travel bank credits to pay for kulula holidays?

We know Travel bank is really cool, but it cannot be used towards car hire, hotel bookings or holiday packages. Travel bank can only be paid towards kulula.com flights.

logo
logo

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

Travel bank 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, Travel bank will not be available as a payment method.

logo
logo

What’s the value of Travel bank credits?

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

logo
logo

Do my Travel bank credits expire?

Most credits are good for one year from the date of issuance, unless its kulula moolah. See the breakdown of the validity of credits. You’re able to view each credit’s expiration date on your Travel bank statement. When you use funds from your account, 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 Travel bank 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.

logo
logo

How do I know how many credits I have in my Travel bank 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.

LOGIN TO TRAVEL BANK

logo
logo

How do I get my Travel bank ID and password?

You would have received an email with your Travel bank 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.

logo
logo

What’s the difference between my Travel bank 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 Travel bank account you will use the same log in details. A Travel bank 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 Travel bank account without completing the kulula ID required fields. We are PCi compliant and will never share or loose your data - read more.

logo
logo

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

We can’t always remember everything, select 'forgot password' to reset your 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).

logo
logo

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)
logo

How to use Travel bank

logo

How do I use my Travel bank 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 Travel bank during the payment portion of the booking. You’ll be able to view the balance of your account and indicate the amount of available funds you want to apply to the current booking. You will need your Travel bank login information to access the account. You can also use Travel bank as a form of payment when booking through the Contact Centre. Remember there is a service charge when you book through the Contact Centre.

logo
logo

Can I view my Travel bank credit online?

Yes. You can access your account on kulula.com by logging into your travel bank account

LOGIN TO TRAVEL BANK

logo
logo

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

You’ll have the option of paying using Travel bank combined with a credit cards during the payment portion of the booking. Simply apply your Travel bank 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.

logo
logo

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

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

  • flight extras
  • any flight combos
  • car hire
  • hotel bookings
  • holiday packages
logo
logo

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.

logo
logo

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

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

logo
logo

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

Each family member can use Travel bank 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 Travel bank credits.

logo