MSC Starlight Cruises

Good day

for me sending this message is because we (my mum and i) are highly upset with the way this situation is going forth. my mum, who is a pensioner and saved up money for this trip; being so excited and all had to hear the trip is cancelled because of the Covid-Virus which i know and understand that it is out of our control. BUT, my reason for coming on here is as follow; i went on the website of the MSC cruise and they stated that they won't give the (physically) money back but they will refund via vouchers. i also called for assistance, but the lady who i spoke to couldn't even talk to me politely and i ask for a person in higher demand (manager etc) and she left me hanging on the phone for almost half an hour and this is VERY UNACCEPTABLE!! i want to know; what is the main reason they cannot give the physical money back? like i explained, my mum is a pensioner and i know that she can use the money more wiser now than the cruise. (saving this money ESPECIALLY for this cruise was a bit tight, but she pulled through at the end). after this disappointment, my mum isn't interested in going on any cruise hereafter.

would someone PLEASE come back to me AS SOON AS POSSIBLE regarding that i want the physical money and not voucher!!!