Sorry to hear of your unpleasant experience.

From what I gather from your posting, the issue is to request for a refund for a non-refundable ticket. If this is the case, from my understanding, SQ does not allow for refund, but does have leeway on very exceptional basis (e.g. critical illness) on a case-by-case basis.

As such, we will need to be mindful of the conditions of the tickets. For those non-refundable tickets, if one is not able to travel due to personal reasons, then i think the party is out of luck in trying to get a refund.