FAQ - Travelbank

TRAVEL UPDATES:
For more details on Travelbank 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 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?

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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’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 Travelbank accounts every time they shop with our snazzy card. Travelbank can only be used as payment on flight bookings, no combination bookings (flight plus car / hotel) or flight extras can be bought using Travelbank.

To get a Travelbank 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

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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 Travelbank account.

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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).

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

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I had some 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).

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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 kulula.com flights.

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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.

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What’s the value of Travelbank credits?

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

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Do my Travelbank 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 Travelbank 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 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.

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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.

LOGIN TO TRAVELBANK

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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.

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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.

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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 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).

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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)
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How to use Travelbank

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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 the amount of available 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.

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Can I view my Travelbank credit online?

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

LOGIN TO TRAVELBANK

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

You’ll have the option of paying using Travelbank combined with a credit cards 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.

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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 cannot be used to pay for the following:

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

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I have multiple Travelbank 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).

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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.

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