Don't care about emergency

Worst experience of my life I booked at ticket for my girlfriend to come down . Do to a emergency she missed her bus but before that I was trying to rebook or get a refund. Just to be told it's not possible do to it's not the passenger who ended up in hospital. Told them it was her mother and she is the only person to take care of her mother. I called them 5 times just to be on hold for 40 minutes to eventually be told I will not get a refund but they will rebook for a additional 25% penalty fee . If been trying since 11 am till now 15:25pm to get it sorted and they are not willing to help work customer service I will never in my life use them again.