Extremely poor customer service

After trying unsuccessfully since early yesterday to get an answer at the published numbers in order to make alternative arrangements, I eventually phone reservations. They inform me that I should go to the desk at the airport to make arrangements, which I do. The Bloemfontein desk informs me that they have no information regarding when things will be sorted, and that they have no alternatives. They advise me to come to the airport today (I went there yesterday to ensure that everything is sorted) and see if perhaps there is news or alternatives, implying that we should sit at the airport all day to see what comes up. Alternatively, they advise me, book on another airline and then claim the SA Express payment back. This I do. Today, calling customer services to start the claim process, I get told "sorry, we did not send out instructions to our desks to advise customers to book on other flights. Our flights are flying again today, and therefore we cannot refund you." Is this how customers are helped to resolve issues that are not of their making?