Horrible experience with Fred.

I've been a client with Travelstart since 2017 when I booked my first flight to China through them. I've always had good experiences but then again, I have never had an issue with having to reschedule or rebook flights. Currently have a return flight to China we booked in February and our visas aren't ready due to having renewed passports. We called Travelstart for assistance and before we could even get any options, the person assisting us, Fred had an irritated tone, advised us that it wasn't their fault our visas were not ready and insisted that I had insinuated it was their fault. Not any consideration for the stressful situation us as the clients are facing, no comfort in his voice or his approach to this matter. I've recorded the call and I will post it on my social media accounts. We actually had to call Singapore Airlines ourselves and after Fred claimed they won't be able to change it, someone at the airline has assisted us to change it. Absolutely disgusting behaviour and service. I've referred tons of people to book through Travelstart which I will never do again because they're not helpful at all when you're in a pickle! Hey Fred, if you're not happy with your job, get a new one instead of being nonchalant and irritated with people you don't know. This business depends on clientele and wouldn't exist without clients... treat your customers better especially when they're already going through stress, don't add to it. Learn to wait for people to finish speaking before you interject!!