I provided a good reason for having to cancel a flight and the call center lady would not accommodate it.

I had originally booked a flight for the 19th October 2017, from Joburg to Cape Town. My aunt, who was my God Mother passed away on the evening of the 13th October 2017. I had to change my plans to fly on the 14th October 2017, such that I could attend the funeral. The flights Kulula had open on the 14th were departing too late, such that I would not make it for the funeral. I had to fly with a different airline Altogether. Also the manage booking interface does not allow for much self help, such that one needs to call the centre for assistance and pay the service fee. When I called the call centre, I spoke to a lady, explained the situation, she was unsympathetic and unaccomodating. She said that there would be no refund for canceling the flight, and so I thought of shifting the flight to another day that I would otherwise need a flight from Joburg to Cape Town (route change) . I ended up paying almost the price of a new flight, that is R684. And I received no email confirmation of the flight details. Additionally to the R730 or so that I spent on the ticket originally. I fly with Kulula.com quite frequently And I was really disappointed with the way the situation was handled, and the rules around flight cancellations, and moving flights. I had a valid reason for needing to cancel the flight.