Refund for a flight where people were turned back

The ticket was booked and paid for for Mohammed Ali, book reference 4X9LB7 and order number ***. He was supposed to have traveled on Sunday 6 November from Cairo to Nairobi and Nairobi to Johannesburg. They were turned back at the airport and were told that pilots in Nairobi are on strike. Esky travel didn't even have the descency of sending an email and tell us the way forward. I have been calling them since Monday as Mohammed is stranded in Cairo. I have been asking for a refund so that I can book another flight and they keep promising to send me an email but to date I haven't heard anything from them. Mohammed is stranded and frustrated in Cairo. Can they please refund so that we can book another flight. Thanks