Using her left hand, she picked up his free hand and squeezed it, to reassure him. She realized what he was talking about, and, although she had no control over what happened with his family, he didn't either as well, but she surely understand the place where his request had come from. 

It was a place of hurt, and desperation, trying as much as possible to grab hold of whatever was available for holding unto until he was able to heal.

"I'm so sorry to hear that Zack, truly I am." She said, ...