Started good but now.......

I have been with Imagine Cruising before they took over. Had always outstanding service.I have booked about 10 cruises with them and most the upper end. Lately services declining. Couple of months ago I phoned Shamiema 5 times before she came back. Always out of the office reply. In June our river boat in Venice got badly damaged by a MSC ship. We could not sailed on the boat. We informed via e-mail Imagine Cruising. They were not even aware of the accident. A Sharon rep**** to our e-mails. We kept them informed and when we got back to Cape Town and phoned Sharon. She could not get rid of me quick enough. All she was telling me they waited for a response from the agents. I phoned again a week later same response. I eventually took it myself with the agents in JHB. Till to date still no reply from Amagine Cruising. I was told to speak to a Sandy at Customer Serviceand also no response. We have booked a Douro Cruise in April 2020 and used another cruising company. We are also planning another cruise in Sept on Queen Elizabeth but they will not get my booking. I have been told I am a VIP customer but if this is VIP service I am shocked. I also have noticed lately they have a high number of staff changes. I think company got to big. Fred