Poor Service and Assistance. No one Answering Emergency Number???????

A family member has been hospitalised and a trip had to be transferred and or cancelled. We phoned the emergency number 3 days prior to help us with the change in flights and accommodation arrangements as we only would be able to do the trip in June. Unfortunatelly my mother tried for the first time ever to use a travel agent Imagine holidays. A certain madam called Sandy based in Cape Town phoned me up to assist the morning of depature asking for all the same information as given by myself on the Saturday. ( Rudest representative in the world) ( Did I waste my time phoning Imagine on Saturday). She said that the transfer of the trip would escalate into the tens of thousands extra or more conveniuently for them we had to cancel and forfeit the entire holidays' worth. So what choice to we have ? Add almost R20000 to shift a holiday estimated originally to the same amount. Then We could just as well book an entire new trip. Take it from me I have always used booking.com. Rather book your own holiday. I took the time to phone up the destinations she where to stay and travel with which said that they understand the family repsonsibilty and would be accommodating for a shift however I still need to go via the travel agent. The travel agent will no doubt receive a free transfer or a refund which they will just absorb. I will no be in contacvt with each of there suppliers to share my experience. Also do not try the emergency number no one answered today. I did fax a cancelation letter just for the record. Service like this ads to South Africa going to the dogs.