Refund

I'm not happy the fact that you guys do not want to reimburse my mother's money. My mother was suppose to take a bus at 18:00 this evening but unfortunately my uncle fell ill during this morning and unfortunately could not go to east London to attend the funeral when enquiring about a refund she was told she would not get it which is unfair. She did not ask for my uncle to fall ill but she was told this utter ******* please look in to this as it is unfair.