DELAYS ON A CLAIM

In January 2016 me and my family were supposed to go on a holiday in Dubai booked via Harvey world travel only to find out on the day before that my visa had not been prepared as promised. This lead to me traveling on a Sunday instead of a Friday (2 days later). I and the urgent had an agreement to keep the slips of the extra costs incurred by me (i.e. transfer, travels to the airport) due to my visa not being prepared in time as my family had already left for Dubai. I made and submitted my claims on the 11/02/2016 for transfer costs, cost of travelling from home to the airport, and the 2 nights hotel stay that I had paid for but never used. I have been emailing the urgent on the matter and receiving response, however, the response is that she cant get hold of her senior to settle the matter and it has been 3months since this holiday. How long can it take to get hold your boss and settle the matter as a company? This matter has dragged too long without being properly attended to by the right people.