Bad really bad

So I take my friend to the airport only to get there and get told that her seat was not booked even though the money is out of her account and no notes of the booking not being successful. And seeing as it is weekend there is no one to help (as problems don't happen on weekends) all that she can do is to book a new flight that is not recommended by some of there own people. This happened two weeks ago and we send mango a mail as they said at the airport and till the day have no respond or answer when we call. I will never in my life recommend mango to anyone who is travelling