Appalling service

<p>My parents booked flights from Durban to Johannesburg on 22 Aug 2015. However, on 19 Aug 2015 my dads brother passed away and they were unable to fly as planned. My mother contacted the callcentre informing them of this and subsequently sent a letter and a copy of the death certificate as proof. She was informed that she would be allowed to use the tickets when she was ready to fly. I have now tried to make bookings on the same tickets only to be informed by the airline that there is a R740 penalty that will be imposed. So from paying R1200 for 2 tickets, we are left with a mere R460 to use. I find this highly unacceptable on the part of the airline, surely death is a good enough reason for someone to postpone their flight. To add to it my mother wAs never informed of the penalty. I called the airline 3 times yesterday to follow up on this and even asked for the recording of the conversation, I am still waiting. We are regular flyers, and i am loathe to use this airline again.</p>