Flysafair unsympathetic to death in family

<p>I had planned a trip to Durban on 28 March and return back to JHB a few days later, but this had to be cancelled due to the passing of my gran. I called the call center and cancelled both trips as I had to attend to my grans funeral. I asked politely for a refund as I woulld not make the trip, I was told that I am still liable for cancellation or rebooking fees. What I dont understand is that the service fee for cancellation or rebooking was equal to the price of a new booking. I understand the terms and conditions stating that a refund can only be done if an immediate family passes away, to me my gran was like a mother since childbirth, so how can you make a decision not to refund me because my "grandmother was not an immediate family memeber". In addition to worrying about funeral expenses, Flysafair's refusal to refund me has added more financal burden, I understand the terms and conditions of the airline, but I think that every situatiion should be look at individually and decisions made accordingly. </p>