*****ing of money

Im very unhappy as a customer of Airlink. I made a booking to fly on 27 September 2023. On the evening of 26 September the passenger became ill and i tried to call the call center that was already closed at 21:00. I tried to amend the booking online but was not allowed to, I then immediately send an email to explain what happend and to advise me what to do with the booking. I then received an email with confirmation the booking will be open for future use the next day. Now that I want to make a booking the call center tell me I forfeit my booking as a no show. How can this be as I got the email from the call center confirming my booking is open???? I email again and again, no response. When I call the call centre it is the same story, no booking. This is a disgrace and *****ing of my monies!!!