Bad Service

I booked an overseas family holiday with STA travel and a consultant by the name of Penny Matela gave me the worst service ever. Upon arrival at O R Tambo we were told that we needed an un abridge birth certificate for my daughter although both parents were travelling with her. She told me a week before departure when I queried about the visa's that I can do it in SA. She never even bothered to return my mail after asking for alternate accommodation and moving some flight. When returning to SA and queried with the agent why this information haven't been brought to our attention this was Penny's response on email dated 26 October 2015. \If you have done your work properly from the beginning this wouldn't be necessary."Is this how you speak to your customers after they paid your commission on the deal. I just want my refund from STA Travel and must get this kind response from the agent. I booked with STA so many times and got the best service. After dealing with Penny I don't think I will make use of this company in future. Do we have rights as consumers or is this agency going to get away with this bad service."""