Poor service

My in laws bought return tickets from Durban to Johannesburg for a doctors appointment. Unfortunately the appointment was delayed. My in laws are 77 and 83 respectively. I changed the tickets which was costly. I then sent an email to Safair requesting they reduce the amount or waive it due to circumstances beyond their control and considering they are elderly. Low and behold, no response was forthcoming. Even a "no" would suffice but silence is an insult. Thanks Safair, you did yourselves proud by acting in a way that shows a middle finger to the little man.