Cannot be refunded, rude manager

Travel to Bali booked with Hong Kong layover. Unable to travel due to Corona virus scare, especially since we are traveling with a child. Cathay pacific flights have been grounded and STA travel cannot refund my R3900 deposit. We visited the eastgate offices and when the agent asked for assistance from the branch manager, the rude manager never even approached us to assist, she spoke very rudely to the agent and said they must take it or leave it. Not good, since this is an uncontrollable global event. This is very dissapointing you will lose a very loyal customer.