Online booking: (personal error for International flight) post booking customer service

I booked an online flight (without including the return leg in my error) It was on a public holiday so I mailed the Urgent@travelstart address and called the emergency line, to get a recorded reply saying "not available" I went into the beautifully slick and friendly Travelstart offices the following morning, I was welcomed and assigned an Agent. I waited in their lovely coffee shop lounge area and a super efficiant travel consultant @Andrea Spreadbury came to meet with me. She attentively listened to my error which was going to cost me R2 500 in cancellations, which I couldn't swallow. She re-booked all the flights as required based on the best value offering. AND she managed to reduce my cancellation fee significantly based on the urgent action that I took and the fact that I rebooked my flight with Travelstart. Overall it was a great service experience and I recommend Travelstart to anyone planning a trip!