Terrible service

On the evening of 24/5 my 65yr old dad booked a flight from Dbn to JHB for R698 to travel on 28/5.The next morning my dad received terrible news that his brother was very ill and that he did not have long to live. I contacted Mango immediately to ask to move the flight. I was advised that he could get a voucher for use at a later date,however he would be penalised an amount of +/-R370. I expressed my concern that charging a pensioner a penalty of 50% of the ticket was'nt ethical. The agent gave me the email where I could express my concerns. I sent the email as requested.On 26/5 my dad's brother sadly died. On 28/5 when I called Mango I was advised that the ticket was not yet cancelled . The agent then cancelled and advised that a voucher would be granted. A few days later I called to book my dad on a flight for the following week. A death certificate was then requested. After speaking to my dad, we concluded that it was definitely too soon to request this from my dad's brothers wife since the family was still in a state of mourning. I then enquired whether an affidavit would be accepted. Mango refused this outright and was totally unsympathetic! They offered no other alternative