Shocking Service

I bought a ticket for my daughter before lockdown. Because of covid i need to change ticket as she is unable to visit. I've been struggling for months, speaking to *********** staff or being promised and then nothing happens. Ive gone to airport and denied access as i dont have a valid ticket. Everytime i phone im on hold for 30-45 min only not to have any joy. Service is shocking and staff are pathetic. I get put on hold 3-4 times after asking questions, Pathetic. Shocking