cancel and refund because a died mom passenger traveled earlier, insured flight

GetHuman975151's customer service issue with JustFly from August 2018

Help with my JustFly issue
The issue in GetHuman975151's own words
I do not speak English well, but I can write better. My mom has a reservation to fly to Cuba on Sept *, but her mom died, and she had to fly earlier. She flew on Aug *. She wants to keep the flight back from Cuba but cancel the one to Cuba on Sept *. The flight was insured. AA told us you can refund one ticket. The ticket No is *************. I speak Spanish.
we are in pain we lost a dear person and the issue is still
as soon as possible, refund the reservation and sell us a new returning ticket only.
I use just fly every time I have to book a flight
I have an issue with JustFly too
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JustFly

reservation cancel
Customer service issue
Reported by GetHuman975151
Aug 10th, 2018 - 7 mons ago
I have an issue with JustFly too
Fixed
Seen by 6 customers so far
Similar issue to 255 others
0 customers following this
Items needed
Name on the ticket
Booking reference
Billing address
Email address on the account
Frequent Flyer number (if applicable)
Timeline
GetHuman975151 started working on this issue
Aug 10th, 2018 2:30pm
GetHuman975151 indicated the issue is not fixed yet.
Aug 10th, 2018 3:50pm
GetHuman975151 indicated the issue is not fixed yet.
Aug 10th, 2018 4:12pm
GetHuman975151 indicated the issue is not fixed yet.
Aug 10th, 2018 4:17pm