Worse customer service

We purchased the return tickets (2 - Adult, 1 – 3year old child, 1 – 5 months old infant) through Travel Trolley (Southall Travel) to travel to Sri Lanka. They issued the e-ticket on 29th July and everything was fine until we went to the Birmingham airport today (2017-10-20 5am – 3 hours before the departure). It must be emphasised that I got in touch with travel trolley customer services, several occasions during the last few months including on the 17th of October to get information about baggage allowances and to order a bassinet for my infant and I believed that a confirmed booking existed as they did not tell me otherwise. 

Once at the check in counter, Qatar airlines check in staff said that there is no confirmed booking for the ticket that we hold. Until around 7.30am the airline staff tried their best (but not successful) resolve the matter by calling to various places including the travel agent. After getting back home, I spent till evening, calling Southall Travel to the matter resolved. Travel trolley insisted that it’s airline's fault and was expecting the dispute with the airline to be resolved by Monday and I was left with no choice but to wait until then cancelling all my holiday plans.  

Once home I checked online on the Airline website for the valid booking that travel trolley say that exists, but only saw that one of my son's valid ticket, which clearly shows that they have not done valid bookings.

The solution I was requested from the travel agent was to supply me with a valid ticket for travel preferably on the same day, and I was surprised that they were unable to come to an amicable solution to this problem by issuing another ticket for us. I was open to all options to travel on any airline and from Manchester or Heathrow as well. Comparing the prices that appeared on sky scanner travel trolley could have purchased a ticket for Saturday or Sunday (22nd) for a difference of about £ 500 or so. 

Furthermore when I called Qatar airline, they were willing to issue us a new tickets, if the agent is ready to pay them (which was rejected by Southall Travel).

Until today I have not sought compensation for the matter, only a ticket to travel to Sri Lanka on the same day or the next day. However, now I feel that I will be logging a formal complain with the relevant authorities to seek assistance and compensation. 

I have to re emphasise on the poor customer service on the part of travel trolley and the very lackadaisical attitude of the advisors who attended to the matter. The trauma and the inconvenience me and my family went through because of this incident cannot be explained or valued in money.