Kulula Has no Compassion

My parents booked a flight to travel from Durban to Lanseria through Kulula. To their dismay my gran who they take care of, fell ill. She was admitted into the intensive care unit on the same day of their flight. Without hesitation they had to cancel their trip. Kulula had no remorse. No room for illnesses, no compassion! I tried to call them to try and get a voucher or try to not lose their money and they tell me that we need to schedule another time and date and pay the difference as well as a penalty. This is extremely disgusting and going forward I will not be using Kulula nor my parents and I will ever use KUlula and I will make sure I tell everyone about this experience!