Disappointed and shocked

Following on from my previous post, we contact a manager to get in contact with urgently, we get told about policies and get referred to some global team.

How does Cavendish not fix their own masses? How does the travella agent not contact us for hours??

As urgent as it is, on top of this, we get told the the travel agent was emailed and that they are waiting for a response. How is this being treated as urgent?

I've now spend almost R6000 on tickets to Rome, absolutely no use of my euro rail pass, and many other added costs. But this doesnt seem to be STAs problem.