Bad management and sevice

I booked a return flight from George to OR Thambo on the 26 th April for 07 May and return 22nd May. The airline was grounded and I received an email confirming that they will issue me with a voucher. I paid close to R4000 for the flights they took my my money and have until today not given me an apology or my voucher. The trip was for my wife who has stage 4 terminal kidney cancer to visit her family and our children but we had to cancel our trip because of their failure. There management knew about this problem how could they accept money and not deliver a service.