Kulula has no policy for Pensioners

I have been trying to contact someone in management of Kulula for 2 days regarding a change of ticket details or a refund on a ticket purchased for travel next weekend.

The passenger is a Pensioner of 80yrs + who has now fallen ill and requires daily home care. The illness she has disables her from travelling.

Therefore we need to either: 1. Change the ticket to another person 2. Refund her as this is a round trip ticket of R1700.00 which she cannot afford to lose.

However they refuse to refund her fully if she is not hospitalised.

The passenger is already distraught from not being able to attend her grandchild's wedding; But now must face the stress of losing her money due to illness.