Poor service from British Airways

How very unfortunate that such a large company, with such a “good reputation” or so I thought ,can’t have the moral decency to refund an air ticket bought by my parents to visit the UK, despite my dad having a heart attack and ending up with life changing circumstances! Even with a letter from the doctor, you still insist that he must travel before February 2020. Come on-really???? It’s not as if you won’t recoupe your money by selling their tickets. I would have expected a lot more from BA. Feeling fed up. And not to mention my other complaints. I am still awaiting a written response British Airways