Missed flight on a round ticket

Hello all,

I seek your guidance.

My friend had a round ticket Tokyo-Dubai-Lisbon Lisbon-Dubai-Tokyo. She missed the departure from Tokyo. The ticket was not bought directly from Emirates, but through airtickets24.com. When she missed the departure she got an email that her whole ticket has been cancelled. The phone call to airtickets24.com confirmed it - they said that they cannot do anything, they can just inquire in Emirates for refund.

Well, I am afraid that there will be no positive information about a refund. Is there anything she can do? First she tried to call Emirates, but they said she needs to talk with airtickets24.com.

I will be very grateful for any help,
Lech