Pathetic! Zero customer service

Terrible!!!! My Mom who is 79 years old booked and paid for 2 flights but never received her tickets. She called the offices of Kulula this morning and spoke to a person who promised to email it ...... needless to say, 10 hours later and still NO tickets!!!! Halllllooooo is there anybody out there? Can we get some service here as you are causing an old lady huge stress.