Complaint

My sister and I booked and paid for a return flight from Johannesburg to Durban scheduled to travel on 13 December. On 10 December I fell seriously ill and was advised not to fly. On the same day (10 December), I sent a notice to Kulula informing them that I would be unable to travel and attached a medical certificate as well and requested that I be re-imbursed for the ticket. I was informed that the ticket was non-refundable but would still be valid to be used with 6 months. I now wanted to use that ticket and I am being given different information and that it can not be re-issued. First I was told that I was a "now-show" and when I sent the email confirmation where I sent the communication, then the story changed that I did use the ticket. I responded that only my sister travelled and not my and have not heard from Kulula since then. I then wrote a complaint on Facebook and was asked for a reference number and that the matter would be investigated and revert to me but that has not happened either. I have had to book and pay for a return trip to Durban using another airline when I have a ticket that I paid for with Kulula. The service I have received is grossly disappointing to say the least!!!