Appalling service & racial profiling

Booked Flight,hotel and car through Kulula, my father goes to emergency and ICU day before we travel(26 Dec 2019) . We ask Kulula to postpone trip in light of our situation and will provide them medical proof. They refuse and tell us they can’t make changes and that we should ask the hotel as this is between us and hotel. We ask the hotel to help us, they authorize Kulula to cancel and waiver cancellation fee. Subsequently the following morning Kulula demands proof that we had agreed to send to hotel whereas they initially said they are not involved , they just need an email authorization from hotel which they got same day. We never felt as customers but as suspects through out the process, no customer experience and peace of mind. No customer deserves to be treated that way. Beware