Lack of empathy

My fiance and I were set to travel to JHB from 26 - 30 December 2020. We unfortunately received news that my aunty tested Covid positive in Durban and she is in intensive care at Busamed Gateway hospital (her husband has covid now and is in high care, and their son is positive isolating at home) . So we have had to isolate as we have been in contact with her. The family that we were going to visit in JHB, their entire house hold has been exposed to Covid, so we were unable to go there.

We informed @Mango Airlines about the above and asked for a refund/vouchers (preferably the voucher). They then (after much delay) proceeded to ask for "the medical note" - how do you ask sick people, fighting for their lives to please scan and email you a copy of their medical notes??

Mango has not responded to our last email, instead they have sent through a broadcast highlighting their safety protocols.

At a time like this, has empathy really gone out the window?

Please can someone respond, and respond with a resolution.