Pathetic call center; cold profiteering attitude towards a family emergency

Had to change my flight, because my wife has to be admitted to the hospital unexpectedly when I'm supposed to be flying. There is no option to make the change online, so have to go through the call centre. 1st call - after 6 min I get transferred, to a dead extension. I call again. After 8 min (all on my cell airtime of course) I hang up. 3rd call, now on my VOIP system to save costs. After 13 min I actually get to speak to an agent, Zanele. I give her my cell number in case we get cut off (I dictated it slowly and clearly). She says 'I'm dialing it now' and hangs up. I don't receive a call. I call again. This is the 4th call - after 10 min I get cut off. I call again, my 5th call - I eventually get through to Nono. She, thankfully, makes the changes, but only after letting me hold for lenghty periods of time to find out if they will waive the change fee. Of course, they decide not to waive the change fees, a handsome R400 per flight (R800) in total. Digusting!!! Profiting from a family emergency!!! No wonder Gidon Novick left Kulua to start Lift - learning from the mistakes he made there.