No reso;ution from Safair

Hi I have a pensioner who had a flight booked. Due to Covid she could not fly. Now she wants to fly but has been told she needs to pay an additional amount, cannot have the seat that was allocated as she has issues with her legs and insurance. She does not have a credit card. She called and spoke to Sifiso who was very helpful but could not assist due to policy. She cannot get any resolution from Safair. Please can someone assist her.