Terrible service and attitude

I have dealt with many travel agents and this was by far the worst experience. You better not need them on a weekend, holiday, or after hours, which is when most flights are. I had to get another agent to assist when assistance was needed. When my flight was cancelled and I tried making changes to flights myself I was told I need to ask Pentravel for permission to do the changes as they are the booking agents. I am fine with that, but the problem is getting hold of them! They then made me feel like such a problem by phoning to ask for updates. I was told to stop calling as they are sorting it out. They were sorting it out with 0 updates. The lady was so rude and dismissive and literally made me cry! As a mom of 3 children traveling alone you can imagine my stress! I had to go to Heathrow airport myself and the front desk helped me and did all my bookings. The man actually said to me this is something your agent should have done. Really avoid this travel agency, they do not have any empathy for their clients and make you feel like you are a burden.