It's tough to lose one's mom. I know because my mom passed away three months ago. It was tough for me. Is her loss tougher than mine? Maybe yes, maybe no. I don't know.
Does she deserve sympathy for the loss of her mom? Yes.
Does she deserve sympathy for the loss of her tickets. No.
Should internet strangers treat her better? Maybe. If they do, then they are being good Christians, rising up beyond what is deserved.