Never serviced for a whole year

My mother signed a contract for holiday service with touchdown late 2014, since she signed with them the consultant has never been able to even book one holiday for her. She always claims no availability even during times that I am able to book holidays with another consultant. She has asked her to find availability anywhere so she can use her free trip before the year ends and she just never responded. is it fair to pay every month all year for a holiday club that never has availability for its customer to book? Touchdown is not the problem here, the problem is the consultant that they have put to handle my mother's account, she is terrible and my mother will be closing this account and is consulting her lawyer to see if she cannot even sue.