First time terrible experience

Booked flights for the whole family, 5 flights from Johannesburg to Cape Town and due to terribly unforseen circumstances we were involved in a ******* and had to cancel, with case numbers and everything I expected a cash refund as circumstances changed in a terrible way over 10k I spent that I can't get back unless I decide to actually fly aging. I did not know that and that socks. Very unhappy ***