Kulula changing of flights

I recently moved to Cape Town and my parents went with me to help me get settled in my new home.<br> They planned to have a 3 weeks vacation in Cape Town but after only 2 days my dad suffered from a extreme pain in his stomach. He had to undergo a emergency operation which he obviously didn't plan for.<br> We got a letter from his doctor to explain the situation but when we got to Kulula and wanted to change the dates of the tickets they told us that my parents need to pay a additional amount of R1200 to change the dates.<br> <br> Is there absolutely no exceptions that can be made??? My parents obviously didn't plan for this to happen and now they need to pay money that they also didn't plan to pay. And they are pensioners as well<br> <br> Can someone please contact me urgently because I demand feedback on this matter ASAP<br> <br>