Culture of Blaming

On the 30th April I changed a flight through Kulula's website. When it got to the payment part of the process i entered my details and processed the payment, which was taken from my account, I was then taken back to the payment screen and not to the confirmation screen despite the cash being taken. I went back in to view the flight and it was changed to the new time, so I assumed everything was OK. The flight was for a friend. When he arrived at the airport he was informed that the WE did not confirm the change. Never in my entire career of flying have i ever confirmed the flight. This is done automatially once the payment is made. Now, suddenly , its OUR fault that WE did not confirm. As a result we lost the flight and and the cost of changing was taken. To top things off we had to pay for another flight. This is absolutely unbelievable. Not only were we blamed for Kulula's broken process but we are also one flight out of pocket.