Poor Customer Service. No After Sales Care At All

I used Short Breaks for 4 years in a row to book a few days at Disneyland Paris. They were good the first few times despite charging us slightly higher than the agreed price on one occasion (albeit only a few pounds). That was until this year. We booked a special service called Disney Express, whereby you take your luggage to to a special part of the Disneyland station, and you can then go straight into the park and your luggage appears at the hotel later on. They didn't book it with Disneyland, so despite paying for it, we had to take our luggage straight to the Hotel, wait for the park passes (with Disney Express you are given the passes on the train), so it took 2 hours longer to get into the park!! Try explaining that to your 5-year old daughter that we can't go straight in like every time before. Their excuse was that we had booked it far in advance so it had sat on somebody's desk for 6 months and they forgot about it. Their offer to help - 10% off a further break booked with them. I mean how stupid do they think we are. A case of they messed up but please use us again anyway. No chance. They lost a loyal customer. And the fact they have a policy where they will respond to queries/complaints within 28 days is a joke. I tried even getting the Managing Director's email address which they didn't want to give - although it doesn't take Poirot to figure out that once you know his name, the email format is generally the same for all staff. I must admit that his response was much more personable, but the end offer was pretty much the same. A great shame because the staff are polite on the phone, but the company doesn't seem to take it's service issues further than the minimum.