STA Travel worst service

Hi

I was suppose to leave at 1pm today using STA Travel to Doha then to Vietnam. When I got to the check in counter I was told I needed a visa. My agent was not aware of this and told me she thought my previous agent who resigned would have informed me. I told her to come up with a solution.she told her Manager who said we can reschedule the trip but I would have to pay in R6300 pp to move the date by 2days and my boyfriend would have to do the same. I was told I would only get a R3000 refund if I cancel and I was shocked because my trip was R13290. Alternatively I can fly in March for an addition R8400 for me and my boyfriend .I asked to speak to the manager and she was in a meeting and I was told to speak to the regional manager who is in Cape Town his name is Devon. Devon said those are my only options and he did not even apologise for the incident. He said his team followed protocol and it was my duty to check if I needed a passport. He referred me to a confirmation letter stating somewhere that the onus is on me to check visa requirement.He indicated that the agent sent me the standard form email asking me if I need a visa 10days ago,I told him that I didn’t know I required it because no one informed me. He then said this whole thing is unfortunate and that he is not willing to negotiate further. I was shocked I was ready for my trip and I booked my leave. Sta took their commission but couldn’t inform me I need a visa.