Kulula is heartless and does not care about their customers!!!

I went to Johannesburg with my family to my sister who I haven't seen in more than a year becasue of covid. We are a family of 4 so it's obviously pricey anyway we booked our flight back with kulula and what a bad experience this was. I will never ever ever book with them again. I had to pay for the extra bag we had which I understand which was R410 when I booked the flight. Got to the airport my bag was 22kg. I had to pay an extra R330. So in total I payed R740 for a 22kg bag. What a joke! That's like another tickets money. I couldn't believe it. Anyway I had to pay because otherwise I would've missed my flight. This is really exploiting people. Nvm about the bad customer service I got in Johannesburg when enquiring about this ridiculous amount of money I paid. He's name was Charles Phiri at OR Tambo airport. He was rude and had such a bad attitude. Knows nothing at all about customer service. My dad wanted to go to my sister for Christmas. Also booked with kulula. He got sick and couldn't go. They DID NOT want to give him a voucher or refund at all. He lost a R1500 and he also didn't see my sister in years. He couldn't go becasue he didn't have the money again. They said he can only get a refund if he's in hospital. I mean really now. Kulula is so heartless and does not care about people during this time of covid. No remorse at all. I will never put my life or anyone I know on a flight with kulula again!!!