Terrible experience with flight centre!!!

What a nightmare! I booked a holiday for two in 2020 (before the national lockdown) and due to lockdown we couldn’t go on holiday. So the lady who handled everything in 2020 booked everything that should have been booked. When lockdown was implemented I requested if there was an option to cancel the trip but I was only given the option to defer the trip. Later on the lady who assisted me just disappeared and she apparently left flight centre, but she never gave my details to het successor. After many emails I found someone else who assisted me, long story short, he also disappeared and never gave my details over to his successor. Finally in this year, someone else assisted me, I was informed that the airline has a cut-off date for May 22 and if I don't use the opportunity I will have to repurchase flight tickets. Due to short notice my husbands’ leave was not approved and I asked flight centre if I can take someone else with me of which the answer was that it’s fine, they will wait for me (mid April). I finalised my leave at work and I got someone else to go with me, however when I shared the other person’s passport I was asked to book a new flight ticket as the airline does not allow name changes (mid May)! I contacted the airline who informed me that it’s true name changes are not allowed (why did flight centre not tell me this in April) AND my option to get a refund for airline tickets passed end Jan 2022 (was flight centre not paid to arrange and take care of everything) and flight centre did not even tell me there was an option to get the credit, which I could have used to repurchase tickets at a later stage. Because of the incompetence and zero communication skills of flight centre I have finalised my leave for next week only to sit at home after my suitcases was packed and ready to go on holiday, I have lost the money for two airline tickets and the opportunity to go on a dream holiday. I have sent them a complaint email, but I have been waiting for five business days and I have not heard a word! I urge everyone to book your own holidays at least you will know what is going on with everything and at least things will get done the way it should be, I hoped I helped someone here not to fall victim to them, the same way I have.