My friend booked a paid non-refundable economy intercontinental ticket with Lufthansa but, per the doctor, is now (legitimately) unfit to fly. We have medical documentation to that effect.

LH reservations said to email the medical note to their team, at which point they can decide whether to cancel & refund the ticket. They’re apparently unable to cancel, even without a refund, until the documents are reviewed.

However, departure is in a few days, and I’m worried they’ll evaluate the case as a no-show if they don’t review the documents before departure time.

Is there anything I can do? Thank you for your time.