Conflicting information on travel vouchers, minimal empathy and initiative, Poor customer service

For a long-standing reputable agency, I've been utterly disappointed in the service of Thompsons. With the pandemic, I understand that this is a difficult time, but I have received no empathy from the agents or any forthcoming initiative on how to solve for our family trip. Furthermore, we get conflicting stories on the validity of vouchers from various travel agents. We have been in communication for the last year and are not making any progress.