Turkish Airlines Ticket Change and Refund Issue

Attached are the surgery report and brain tomography images for my mother, who fell ill on Sunday and went to Giresun Education and Research Hospital with a complaint of high blood pressure. We were informed that she has a tumor in her brain and needs urgent surgery. Before this situation became apparent, I had purchased a ticket with the reservation code ttag5c on August 21, 2023. I live in Aydın, and my family is in Giresun - there is a distance of 1250 km between us, and it is a 21-hour journey by bus. I requested THY to change my ticket to the earliest available flight. I contacted them on Sunday, and they asked for a medical report. They initially rejected my report because it lacked a stamp, so my father, despite my mother's condition, had to handle this. They accepted it after the stamp was added. Then they questioned if she was my mother because our surnames are different and asked for a family registry document. I sent it within 5 minutes on Tuesday. Since then, despite the life-and-death situation, they have been reviewing the case. Even though there are available seats on existing flights, they are not issuing a ticket because the review is still ongoing. If priority is not given to first-degree relatives in cases of death or health emergencies, when will it be given? Who will take responsibility if my mother passes away before I can see her? They are not resolving the situation. All these conversations and correspondences are recorded.

I respectfully submit this for your information.