Mango Airlines - Unsympathetic and Disgraceful to old people and their medical conditions

My parents booked travel tickets to go on holiday to durban. When they arrived in Durban my mom had an excrutiating headache and was rushed to hospital. she had to undergo an emergency brain operation and was told that she would not be able to fly in the near future. I requested a letter from the hospital, thinking that should a doctor give a motivation that my parents who are retired who be refunded. When I spoke to Sibuhile Sibisi on the phone and explained the situation she was not at all sympathetic and advised me that the airlines does not refund tickets even in this situation. My parents would have to pay a cancellation fee and then will receive a voucher and not a refund, even after explaining that my parents wont be able to fly. I think this kind of attitude is absolutely disgraceful and i want this company dealt with. I will publish this incident on every possible social media site.