Disgraceful service FlightCentre Crawthorn!!

My mother booked a trip to the UK through FlightCentre Crawthorn, Wandile was the consultant, needless to say the service was pathetic. A week before the trip, my mother fell and broke her hip and was hospitalised, and therefore unfit to travel for at least 6 weeks, bearing this in mind I made contact with FlightCentre and yet again found Wandile on the other side, I then requested the flight to be cancelled. I furnished them with a letter from the hospital and surgeon, to verify the inability to travel. They had no remorse in saying they were sorry for the incident and that we now have to pay a cancellation Fee for the flight, yet bear in mind this was unforeseen and would hate to think if the situation was worse. Needless to say the service and run around I received from Wandile took over a week, and left it to the day of departure to cancel the flight. The so called agent cannot be trusted and **** on more than one occasion to myself and my mother. I found his service and manners to be disgusting not to mention avoiding to hand over the consultation to anyone else as well knew, or should I say not Know what he was doing. Please beware of this.