Questioning when it comes to money of customers

In Feb 2020 I bought and paid for accommodation and flight tickets to Mauritius. This was before lock down was on the cards. Yes there was a lot of border closings which i do get. In Januaray 2022 I went to them to get a refund on the Air flight tickets I paid for in Feb. 2020. We tried to change destinations and they "could" only transfer the hotel, not the flight tickets. I was told that due to this, I will have to take a 25% cut on the money. When we spoke to Air Mauritius, they told us the money is still with World Leisure Holidays and that they have not been paid yet. Flight Centre made as if they paid them for our air tickets, and that is why I have to take a 25% cut on money paid . (R21000) I changed the destination to Zanzibar now as I still would like to go on holiday. Should I decide to cancel that, I have to pay again a 25% fee from what I paid..(R20962)

Is this normal procedure if payments were made before lock down. It also worries me that air Mauritius referred us back to World Leisure and Flight Centre as they had nothing. To many questions and no real answers..