WHO MAKES DECISIONS OR IS EVERYONE ROBOTS?

I have emailed a more detailed explanation of the situation to your client care department that does not give a damn and thought it wise to warn people on here of the shocking treatment we have received. Sadly you have bamboozled us into paying for 4 plane tickets. Please help me understand who is capable of making decisions in your company as none of the so called client care people could nor your ground staff. So after being told a whole package was forfeited - we got the new tickets just to be told this morning by your own staff that that's not right and we should be refunded! ABSOLUTE NONSENSE! Unfortunately hello peter does not provide me with enough characters but this will not deter me from letting you guys get way with the inhumane way of dealing with this situation!