Horrified

I'm absolutely horrified about the way my disabled mother in law was spoken to and handled by the agents at Travelstart. Travelstart agents have failed to inform their clients of ALL necessary information when booking through them, such as Airlink does not have the equipment to assist someone in a wheelchair should they not be under 100kg. Apart from this, the agent then says that it is on their website "somewhere", and if it's a problem then she can just walk to her seat...... Sure miracles happen everyday. I'm honestly shocked. They can't refund her for her ticket that she's been saving for, for Christmas, because the airline must pay her back, but the airline says that the agent needs to return the funds to her. So basically it's travelstart's responsibility to refund so that we may utilize a different airline, but apparently you can't email or call them anymore. Whatsapp only, and that itself is automated. So please tell me how you intend on treating your clients in the future. Also, how do you plan on training your staff to have etiquette, professionalism, and also that the correct time to put the phone down is usually at the end of call after both parties have come to an agreement. I'm truly at a loss for words.