Discovery do you actually give a s***f about your clients, or are we there simply to annoy you?

I have been trying to sort out a problem with vitality travel. It involves a medical emergency. The lady I spoke to was amazing, however she had to escalate it to get authority. That was over 4 hours ago now. I do understand how incredibly important the management at Discovery think they are, however this would have taken them perhaps 3 minutes. As it is an international flight the prices are increasing every few minutes now as the flight needs to be for tomorrow. Really Discovery if you do not intend to honour your promises why do you even bother making them in the first place.!