STA Travel - Lack of ownership!

I am beyond disappointed in their lack of customer service excellence, feedback and follow through. Been trying for the last 3 days for their Regional Manager to phone me back - to date not a word!!!!! We did a group booking via their Table Bay Branch. There was an error made with one of the passengers surname (might I add, that they do have copies of the passports) and now expect us to pay an additional R700 to fix it! Worst of all - they didn't even pick up the mistake - WE DID!!!!! There are not checks and balances in place and store management is not willing to take ownership or responsibility for her agent's mistakes. We've used STA Travel for the last 3 years for all our travel requirements - this will be the last.