Irate customer

This is the worst company we have dealt with..the guys name is malcom and he is the most unprofessional person we have ever met. My mom missed her flight and cancel another due to the incompetence from this guy. He offered to pick up her passport on friday and deliver it,this guy has been dodging our phone calls the entire day not letting us know whats going on. We had to go to dhl only to realize that they were closed and this so called "professional" idiot didnt have the decency call or even sms to inform us. I would never recommend him to any one!