Consent

So I came across this travelling agency called hey traveller, that my sister and friends where putting money for the trip to cape Town. She paid full amount as agreed or required, so now the unfortunate thing happened then my sister died early December. Now when we get intouch with the company they telling us they can't refund her money because it was a group payment. The other guys now continued to go on the trip. So now I would like to hear from travelling agencies how this kind of matter is usually handled.