Bad Service

I have called and sent emails to Jolene asking her to forward me a quote on travel insurance without success. I am also still waiting for the corrected hotel confirmation. I cannot attach this kind of service to TWF because through my observance they are one of the best travel agencies. They provide services to my employer and I have dealt with consultants like Sheena who are always on top of their game. I'm just surprised by Jolene's lack of regard for me as a client, unless there's a reasonable explanation for this. If she is unable to assist, can another consultant step in and provide me with the service I deserve.