Where clients lose money because there is just no service

I have now sent numerous queries to be assisted for their flight specials and have even phoned the agent, but they just have not gotten back to me. It was an easy sale and now they cost me the special that was on as the agent helping me just did not send me the flight special's dates. It was for minimum 6 tickets. I am horrified about how useless the agents are and how after calls and emails they just do not get back to me. The return tickets for Bali was just over R6k and now it is over R7k and costing me money because they can't get back to me.