On Thursday, Comair’s business rescue practitioners announced that the company had filed for liquidation.

Unfortunately, this means that any tickets purchased for Kulula or British Airways are effectively useless.

In that regard, Kulula has said that it has refunded customers who purchased tickets during a sale at the end of May. Now FNB has said how its customers who purchased flight tickets via its platforms can get a refund from Kulula and British Airways.

First off, FNB says that customers who used the FNB and RMB Private Bank apps, eBucks.com, or our eBucks Travel Desk would be contacted and assisted through an automated refund process.

As for FNB customers who purchased tickets on another platform, the process is a bit more involved.

“…customers who purchased their tickets directly from the affected airlines or a third-party travel agent can lodge a dispute for a chargeback through the SecureChat feature on the FNB and RMB Private Bank apps. To avoid any delays in processing a refund through a chargeback, it encourages these customers to immediately upload a copy of their flight booking confirmation and chat to its SecureChat agents for any further assistance,” FNB said.

We advise waiting for the agent to ask for your flight booking confirmation to avoid confusion but have it at hand when you log into SecureChat. We also advise using SecureChat on the FNB app as the website can often be a bug-filled experience.

Finally, customers who paid for a flight via EFT or Instant EFT are advised to contact Kulula or British Airways directly as FNB cannot reverse those transactions on its end.

“We sympathise with our customers who are affected by the flight suspensions and our aim is to help qualifying customers with their refunds. We are dedicated to helping our affected customers and will continue to communicate to them regarding any further developments,” wrote chief executive officer of FNB’s Personal and Private Banking division, Raj Makanjee.