Kulula - customer right

the flight was delayed 4 hours without any notice and they informed us at the airport with no care. so i booked other ticket with SA airlines and cost me extra R1500.

1. the refund of the air ticket done after long communication. it was not easy to request refund. al the communication was Travel start "where i booked the ticket".

2. i request from airlines to pay me the difference due they fault , and no notice of the delay. 3. i spoke to "David Holland " then he stopped communicate with me.

Now my question here. Why when we cancel the ticket , they charge us for Penalty??? and if they cancel trip without any notice they don't care what damages they did for the passenger?

where is the customer right here???????