Terrible customer service

ood day I trust that you are well. I'm mailing you in the hope that you can assist me with retrieving a sum of money that I had to spend due to negligence from Flight Centre staff. On the 5th of May 2023, we met Pam from Discova. This is the shuttle service that the flight center uses in Thailand. We met with Pam in the reception area of our hotel. She asked us at the time if we knew what time our plane leaves. We told her that we didn't at the time because we don't carry our flight tickets around. So she showed us our flight ticket on her IPad which showed 11:15. She said it would be best to send the shuttle for us at 8 pm because it's an hour's drive from the hotel to the airport. I took her word for it, resting in the security that the flight center is one of the best travel agencies, so I automatically trusted that their choice of transportation must know our flight time as this was our first time traveling abroad. On the day of leaving, I messaged Pam an hour earlier than the time we scheduled at 8 pm. She didn't even know she had to fetch us. I have proof of that entire conversation. Then she said that she would send the taxi right away. We arrived at the airport thinking that we were very early, only to learn that our flight had actually left. She confused departure and arrival times which is why we were late. Then we had to call Qatar Airlines to ask if there was anything they can do for us. We had to pay an R6000 fee per person for missing our flight. Penelope, the person we were dealing with from Flight Center told us the same thing.To this day this travel agent didn't even check if we arrived safely in SA. It's quite clear that checking on her client's safety after she's made a sale is not important. To this day we haven't heard from either of them to even check if we made it back home safely. You will understand that R12 000 is a lot of money to waste because someone who's transporting people professionally couldn't get her time right.