Not being able to change ticket

I am writing this on behalf of my mother. This happened in the beginning of January. The dust has settled a little and only have the chance to write this now.<br> <br> My mum was due to leave for Cape Town from JHB the 10th of January 2016. Unfortunately we received very bad new...my little one was diagnosed with cancer. My mum tried to postpone the ticket or give the ticket to my sister which she was to go and visit - in turn for my sister to rather come support us. This was apparently not allowed. My mum's boss then offered to take the ticket and reimburse her but this was also not allowed.<br> <br> I think this is horrible to just brush this off with no empathy. Disgusting!!! She has been a client of Kulula since the opened and her last flight with Kulula was a disaster as well. She was delay on her return flight by a almost a day! No explanation or apology - and then this?! <br> <br> I don't think we'll ever use Kulula again. Their service is just on the decline!