Bad service

The worse expirience ever, booked ticket for my mother and want to change the return ticket time due to unforseen circumstances, their WhatsApp number you ask for assistance and who ever is behind will respond after 2hours or more, their email has no one attending them, I've been holding for more that an hour now on the phone waiting for someone to answer if they care. I've paid the admin fees to change the time and I've been sending the proof of payment to then since yesterday and up until now they just we can't open your email, am not sure if the person knows that we have different office word for our phones, all they need to use is WSPOFFICE to open and even if they don't have they need to click the link to open, now my mother will be stuck in Durban due to their poor service and incompetence to assist their clients