Kenya airlines South Office missing in action

Kenya airways has said that if u flying to Thailand you can cancel or change for free due to the Coronavirus. I called and sent an email to the SA office and unfortunately no response at all. I then called the office in Kenya, they said I have to deal with JHB, to which i resent an email.....no response. So actually it seems that while the airline says you can cancel or change they make it impossible to actually do.