No caring/help for terminal cancer customer

This is the worst company ever, and I've never even used them! My partner of 25 years has used them over many years for travelling to UK to visit Daughter and grandchild and to Australia to visit son and grandchildren. She was in UK in July 2024 and had already booked to go to Australia on 3 January 2025. In August 2024, she was diagnosed with terminal brain cancer!! After suffering from a stroke she can no longer walk properly, write or speak. On 24 October, I advised them to cancel her flight and requested a refund - even if there were charges. After many emails back and forth, they only cancelled the flight with Singapore Airlines on 31 December, 3 days before she was supposed to go?? To date, I've had no response from them (39 emails), I even asked for the cancelation details with Singapore Airlines so I can follow up - nothing. 5 different people kept dealing with my emails?? - Why? Surely 1 person should be allocated to attend a query. I had Marie, Gene, Minerua, Kit and Destiny!! Reference number to her booking is ***9. I hope that none of your employees has the unfortunate experience that I've had to endure and after them knowing her situation, to not put in any effort to help her is an absolute disgrace. Please everyone, be aware.