Qatar Airways Poor and Rude Communication

Qatar Airways offers a service to fly pets internationally. One can book your pet 30 days before the flight to ensure that the pet is on the same flight that you booked a ticket for. This is exactly what we did on the 11th of November, after which we received an automated reply that we would receive confirmation 'within 48 hours.' 48 hours came and went with no reply. We have since then contacted the airline numerous times and have been told to wait 48 or 72 hours every single time. We were also told that we would receive confirmation 'at the beginning of December at the latest.' It is now seven days before the flight and we were told to wait for confirmation until 9 December (two days before the flight). We have to drive over 1,****m to get to the airport that Qatar is flying from five days prior to the flight and we still don't have any confirmation. Aside from Qatar employees continuously pushing a confirmation date, they have also been quite rude on the phone every time we have communicated with them. Is this the kind of service that Qatar offers to all their passengers?