Terrible service by Vitality Travel

We have been trying to book a ticket for our son as an unaccompanied minor. The Vitality Travel website (Kulula) asks that this is done via the Vitality Travel call centre. Good luck getting hold of them! After waiting for an hour and continuously being prompted to send an email if I don’t want to wait, I did send an email with my request. I am still waiting for a response after almost 10 days. Then my wife used previous communication with them, on a booking that they took forever to refund, to get hold of them. There was an initial response and then again, no response. We booked the ticket, but we had to pay a lot more because Vitality Travel was not responsive.