Family Emergency: Need rebooking advice
I hope everything works out for the best for your family.
If you have no idea when you can use this ticket, try to get the full value as an e-cert, then you'll have a year from the original ticketing date to use it. If you don't get the answer you want from the first agent you talk to, politely thank them, say you'll leave it as is, and end the call, then call back and talk to someone else. Chances are you'll get the change fee waved after a few tries. Chances are probably better if you are willing to take an e-cert rather than refund.