If it was your child

This is an update on the last review. FlySafair have never bothered to respond to the review. They also ignored all my Facebook and X attempts to get in touch. Only four months later, they come back to tell me that they are sorry for what happened but it was my fault for choosing the wrong service. They go on to thank me for my feedback and say it is valuable. My question is; the person responding is using the very same email that I used on all correspondence. Does this mean they take 4 months to respond to customers? Is that what they call Customer care? What would they do if this was their child?