IndiGo Airline — Disappointed way on handling of cancellation refund

Extremely disappointed with how a genuine bereavement refund request is being handled.

My mother's real brother passed away unexpectedly, forcing our entire family to cancel our trip (PNRs: GGYZGR & O47YGL, Delhi–Madurai–Delhi).

We submitted the death certificate, identity proofs, relationship documents, and all supporting evidence requested. Despite providing complete documentation, our request was declined on the grounds that waivers apply only to "immediate family members."

I would like to ask: when a close family member passes away, does the airline expect only my mother to attend her brother's last rites while my father, myself, my wife, and my young son continue with a planned vacation?

This appears to be a blanket rejection based solely on policy wording, without considering the genuine circumstances of the case or reviewing the supporting documents with the compassion such situations deserve.

We are not seeking special treatment. We are simply requesting a humane and reasonable consideration of a genuine family bereavement. All required documents have already been shared, and we respectfully request a complete review of the case and a full refund for both PNRs.

Policies are important, but there should also be room for empathy and common sense when families face unexpected tragedies.

Hoping for intervention from the concerned authorities and a customer-centric resolution from IndiGo.