Poor service

Booked an airport transfer on a trip to Italy in November 2017 to which the driver did not show up. The personnel at the information desk informed me that she did not have my name on the list for the day and that I should request a refund on my return to SA. After 3 months STA have notified me that they refuse to refund the amount I have paid for the transfer. Terrible service as a client should be refunded for services not delivered.