Thailand Trip - Day Light *******

We booked our holiday with STA Travel Galleria. We dealth with Celestine Arjoon. Booking was confirmed in February, numerous calls was made when a deposit was not made. Once deposit was received confirmation was sent through. We then heard from Celestine to remind us about the full payment that was due in April. Two week's before the holiday we visited the store with our passport and Celestine was off. We then dealth with Dominique Momberg, she advised that one of the passport has expired, Upon booking our holiday, Celestine did not ask for our passport

Celestine made numerous calls after hearing about what happened, she assured me she had some contact but to my knowledge I knew there's a waiting period and the passport will never be here in time for our holiday.

I did advise her to cancel it. I had made numerous calls to them. The only thing your agents do is email, we are not working behind the desk to look at emails. Whenever I called dominique was not there or just stepped out 9f the office. I left numerous messages but received no feedback

On the 14th of May I receive a call from Dominique stating she needs to cancel the trip we booked,to my knowledge I'm aware it's canceled. No information was given that a certain amount needs to be paid in order to ensure the holiday was canceled and it can be secured for another date.

We visited dominique on the 16th of May and was then advised that we have a certain portion left as they needed to pay for air tickets and accommodation.

Dominique then sent an email stating facts that we told her needed to be checked on passport on the 5th of June.

I want all my conversations that was spoken to Celestine and Dominique

So my question to you is, why does the client have to pay for all this when you'll have *********** staff?