Turkish Airlines Didn't Refund for My Sick Mother

I applied for a refund for my mother's THY ticket after she fell ill and was admitted to intensive care on the day of the flight. Initially, they requested a document from the hospital. After sending this, they then asked for an official document from the population directorate showing the relationship between my cousin, who was to accompany my mother on the flight, and my mother. However, such an official document does not exist at the population directorate. After dealing with all these procedures and getting back to them, they finally said, 'Your ticket is not eligible for this refund,' and did not process the refund. They made us go through all this trouble and only told us this crucial information at the end, leaving us in a difficult situation once again. THY has shown its approach by leaving customers to deal with such issues instead of prioritizing customer satisfaction in situations like this. While other companies prioritize customer satisfaction more, THY requested numerous unnecessary documents for a patient in intensive care and then said, 'your ticket is not eligible for this refund.' This is not how a big company should operate.