Safair lies

We booked 2 tickets to fly to George as we got word that my mom (90 years old) wasn’t doing well.

We booked on the 22/04/24 at about 4pm. At 00:20 on the 23/04/24 we got a message to say my mom passed away. We immediately went on to cancel the tickets as we had no use to go before mom obviously passed away! The memorial was planned to be in Alberton. I spoke to agents from Safair on getting a refund which was confirmed in an email I would be reimbursed 100%. I was asked for a death certificate which I in turn mailed to them. I got a call to say the agent made a mistake and I will only be reimbursed 50%. Well to me being a pensioner myself this is a large sum to loose (R3900). I told them I can’t accept this as I’ve got a email that stated I get all my money back. I booked 2 tickets on my credit card for my sister and myself. So now I’m out of pocket with Safair’s lies!! I will not fly with them ever again