Customer service and system issues

Customer support told me in person it’s my fault and I should keep quiet.

Problem: My friend and I booked the tickets and somehow the tickets were booked are wrong due to some holding problem so the system reverted the flight return ticket to the next day.

Before we could identify the problem the consultants kept on insisting it was our fault. She followed up with saying since it’s our fault that’s why the system caused the error. In this such case, the system should not purchase the tickets. There is no validation handling ?!

Furthermore, I addressed the consultants concession when we talked and she deflected and said we lying and putting words in her mouth. She refused to speak to me and instead spoke to my friend and giving us more problems. While this happened the supervisor can hear us in the other room directly audible. The supervisor did nothing.

To change the tickets we had to pay R12 000. In addition getting to the Kenyan airways office was extremely difficult to find and seemed very disorganised when we arrived there in Sandton.

I am furious and cannot believe this business still stands with such horrible customer service.