No empathy for a grandparent’s loss of a grandchild and poor customer service. Fly Safair rather!!!

<p>My mother in law was coming to visit from the UK and while in South Africa she planned and booked to fly to Durban from JHB (our location) to visit her sisters. 3 weeks before the visit our daughter, her granddaughter of 6 years old passed away. Naturally she changed her flight from the UK to an earlier flight to be with her family. SAA gladly assisted without a death certificate and charged a small fee for the change. Obviously her dates in SA also changed so her domestic flights would need to be changed. 1st flight, from JHB to Durban with Safair was done just as easy even though she was booked on the cheapest flight, the Lite ticket and at a small cost changed the flight date. Then we called Kulula. The price of the original ticket, R479. To change we told pay an additional R750. I go on their website and the price of a new ticket, R599. I explain the reason for the change, offer to bring a death certificate but no help or advice can be given. When I ask the consultant what he suggests he gives the option of the ticket change and says "sorry, that’s our policy, a grandchild is not direct family" No advice given or in any way tries to help. Is this the way you deal with your customers Kulula? That is disgusting. Fly Safair rather</p> <p> </p>