Airline refuse to issue a ticket for a fare paying customer

<p>My sister purchased a ticket for herself and her childern to the UK for a holiday with the customer service agent over the phone (because for some reason you cannot buy a ticket with infant online, despite all other airline have no problem with doing so) the agent charged my sister's credit card twice for the tickets, once for herself and her 4 year old and then again for her 1 year old, then the agent issue a ticket to my sister but with only herself and her 4 year old as passengers, when query with the agent they said this is how is done, they can see the 1 year old on the system but will not send her a ticket with the baby's name on it. The issue is that they need to apply for a VISA to go to the UK and without the ticket information they are unable to do so. So if Virgin does respond to complaints, someone need to contact us urgently.</p>