bad service

my sister booked a flight tickect with them and she got sick before she can fly and was declared unfit to fly by the doctors, we sent them the docters reports and app**** for refund as we were not sure when she will be flying again, they promised to refund and she is still waiting for her refundand it's been over a year and they don't even respond to thie email on time , you send them an email today they will respond after a month.