Business ProfileforCopa Airlines

I've sent an email to COPA Airlines because I am requesting a refund for my daughters airfare. She had a flight booked from ******* to *****, *******, March 2nd. She suffers from Epileptic Seizures and as a result missed her flight. She contacted the airlines and nothing was available that day, which would cause her to miss her connection with the group once she arrived in *****. We booked her on a Delta flight that arrived later that day. I then contacted the airlines to request a refund for that flight, only to find that they cancelled her entire flight, and did not notify us of this cancellation. During my phone conversation with their "help desk," she informed me that I'd have to pay an additional $486 to get her home. We did purchase insurance for this flight, but apparently that means nothing to this airlines. We decided to use a different airlines to get her home. I tried using their Refund/Claim webpage, but it would not accept her name nor her ticket number, despite numerous attempts. I decided to just go to their contact me page, and sent an email explaining all of this, but so far I have not received anything. Not even an acknowledgement of my email. I'm simply requesting a refund for her flight. And will never use this airlines again!