PT who require trainining: how to deal with people

Purchased the booster pack with Virgin (1 consultation and 2 45min sessions with the PT).<br> Chelsea made booking with me, when I arrived for my appointment I was advised to please wait, after 25min, the receptionist went to call her again, where I was advised I was there on the wrong day (I have written confirmation I was there on the correct day), I only received an apology after I contacted Chelsea the following morning to ask what had happened. I then proceeded to make an on-line booking with another PT (Renee)who then contacted less than 24 hours before the appointment that she is already booked (3 days after I had already confirmed the booking on-line and have received a reminder for the booking). According the T&C's on the website, if I personal trainer cancels later than 24 hours notice, a free session is awarded, there has been no mention of this. I have sent the training manager an email request refund of the booster pack. Absolutely shocking customs service.