hi guys.. need some advice / thought on this ..

my mum joined a trip to taiwan and paid rm 2.5 K on this.
the trip is on this month 25th February and now she has been hospitalized due to kidney issue. Looking at this scenario, will advice not to go and hopefully we can postpone the trip to somewhere in future.
I called up the so called travel agency agent, she told me that this cant be done. It is just like 100 % total lost. She said they had paid the local guys in taiwan and unable to get it back or postpone it. The only chances is ... i submit a letter approved by doctor on my mum's condition and she will send it over to the flight company hoping they can return / do a refund on flight ticket.
The grounded one.. will be total lost... She recommended that if i manage to get one more person to attend / replace my mum ... he or she will need to purchase another single air ticket (estimated cost rm 1.4 K) and the ground arrangement will be transferred to him / her.
She added that the flight ticket they book was on group ticket.. so that cant be transferred / renamed what so ever.

in short.. if i am able to find one replacement.. chances of loses = 0% or 50% (depending on the flight company if they want to do a refund or not)

if i am NOT able to find any replacement.. chances of loses - 50 % or 100 %....


Is this type of group ticket works that way ?
thanks

ooo .. young people no problem... by aunties unkers... most of the time, they prefer going under group / agency