Invalid Visa - missed flight

My grandparents were planning to visit my parents in Hobart, Tasmania from the 1st of February 2018 but when they got to the airport my grandmother was told her visa is not valid. Due to my grandparents being pensioners and not traveling often, they took the safer option and decided to do their booking through a "professional" travel agency to make the whole process easier for them and to avoid missing something. They started the process in September last year (2017) at Flight Centre at Mall@Carnival and a lady with the name Sherelize Ferreira assisted them. Sherilize had done the visa application through Blade Express. My grandmother received her visa before my grandfather'sbut his visa looked different to hers. Already they felt a little unsure, so they went back twice to confirm with Sherelize that the visas were valid and she gave them the reassurance that everything was as it is supposed to be. So last week after they had to go through the disappointment of NOT being able to go to Hobart, they have to reapply for a visa for my grandmother (my grandfather's is valid - which doesn't make sense since they app**** together), so they went back to Sherelize at Mall@Carnival's Flight Centre and her response was "well it's not her problem nor her responsibilty to make sure the visas are correct". This AFTER they went back to her for reassurance after they felt uneasy about the visas. She made no effort to help them resolve this issue whatsoever, she just sent them away.

This is absolutely pathetic service - they don't care about their customers. So much for professional service. We will make sure no one in our entire family ever uses Flight Centre for any of our bookings ever again.