Flexible re-accommodation for unused tickets

Updated 01 October 2021:

We are excited to be back in the skies and look forward to welcoming you back on board. Read the latest on Adjusted Level 1 Lockdown effective 01 October 2021 and other travel updates.

We will continue to provide updates on our website and social media platforms.

Flight tickets for travel in 2021 onwards

Travellers that hold confirmed bookings for any flights during 2021 on kulula.com or British Airways (operated by Comair) will be able to travel as planned for the time being, should no further travel restrictions be implemented due to COVID-19.

kulula will be operating a limited domestic schedule, which may result in changes to your original booking. Those who are affected by the new schedule will be re-accommodated and advised accordingly.

For more details on flight tickets which are affected by the lockdown regulations, please read our Latest Coronavirus (COVID-19) Info & Updates info.

Flight tickets for travel between 14 March - 30 November 2020

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 have elected to keep 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 on the kulula.com website from 11 January 2021 to 30 November 2021.

No Refunds

kulula.com and British Airways (operated by Comair) will unfortunately not be in a position to make any refunds in respect of tickets purchased prior to 5 May 2020, for flights originally scheduled to be flown up to 30 November 2020. Customers who have purchased such tickets for flights operated by Comair became creditors of the company when the company commenced business rescue proceedings on 5 May 2020. This includes customers who had refunds pending at the time.

As communicated on various occasions during these business rescue proceedings, customers were given the options to remain a creditor and be treated as such in terms of the business rescue plan, retain the value of the unused ticket for future travel or forfeit the value of the ticket.

As reflected in the adopted business rescue plan (table 1, clause 5.3.3.), concurrent creditors are projected to be paid 1-2 cents for every rand owed to them. However, customers who are listed in Annexure B of the business rescue plan as creditors and who subsequently want to change their election to retaining the value of their unused ticket/s, should e-mail creditorclaims@comair.co.za and provide their booking reference or ticket number to facilitate this change being actioned.

Allocating your unused ticket value to a Travel bank account

Travel bank allows you to keep the unused value of your ticket to pay or part pay towards any future flight of your choice on the kulula.com website. You could even purchase a ticket for someone else. To access Travel bank, you will need a kulula ID.

You are requested to:

  1. Ensure you have a valid kulula ID with the correct name, surname and contact details loaded onto their kulula ID profile.
  2. Email TBcredit@kulula.com with the below information to facilitate the Travel bank credit process.
    • unique kulula ID,
    • original ticket number
      OR booking reference
      OR flight details (flight number, date of travel, routing and traveller’s name/surname),

      To assist us in facilitating the Travel bank credit process as swiftly as possible, we urge customers to email TBcredit@kulula.com rather than calling the Contact Centre.

Due to system and operational constraints, facilitating the Travel bank process can take up to 8 weeks to reflect. Considering the length of the process, limited schedule and availability of flights, customers will only be able to utilise their credit for bookings for travel between 11 January 2021 and 30 November 2021.

Travel bank credit expiration date

Travel bank credit loaded as part of the unused ticket reservation process will expire on the 30th of November 2021.

Using your Travel bank credits

Once your credit has been allocated to your new or existing Travel bank account, log in with your kulula ID and use your credit when booking your next flight on kulula.com. Travel bank will be available as a payment option to pay or part pay for your flight booking from 11 January 2021 to 30 November 2021.

Please note you will unfortunately not be able to pay for ancillary products (Extra bags, Q-jump, Pre-paid seats, Flight & bag cover) or pay towards the mandatory Discovery Vitality booking fee by using your Travel Bank credit. Another form of payment will need to be used for any of these purchases.

Notice to Creditors who hold unused reservations

Customers who have elected to remain a creditor are listed in Annexure B of the business rescue plan as concurrent creditors. As reflected in the adopted business rescue plan (table 1, clause 5.3.3.), concurrent creditors are projected to be paid 1-2 cents for every rand owed to them.

Customers who have previously elected to become creditors, now have the opportunity to change their election to retain the value of their tickets, in order for them to make a future booking with kulula.com and British Airways (operated by Comair) for flight before 30 November 2021, should they wish to do so.

Customers listed in the Business Rescue Plan (Annexure B) as creditors and who would like to change their election, should email creditorclaims@comair.co.za and provide their booking reference or ticket number.

If further flights are cancelled due to COVID-19 and lockdown

We will continue to closely monitor the situation and adjust our operations as necessary or required. kulula.com and British Airways (operated by Comair) will update affected customers accordingly. Read the Latest Coronavirus (COVID-19) Info & Updates.