Terrible Customer Service, Arrogant Rude Useless

We booked flights for my elderly parents, one of whom is disabled, over one month in advance on basis that they would not need to change planes to their destination and would only have a short wait on the return flight. Southall travel did not notify us when the flight itinerary was changed. It was only after calling them by pure chance, the day before travel, we found out that they would have to change planes to their destination, and on the return they would be stuck in transit for over 8 hours instead of 3 and half hours. When I phoned Southall travel to check the details, they gave unclear information, their immediate response was any changes were nothing to do with them and it was up to us to contact the airline Air India. I asked why they hadn't contacted us, they said they do notify customers of changes immediately, although in our case this was untrue and they could not even tell me when they first had notice of the changes or why we had not been informed. The person I spoke to called herself "Tania", she was totally useless, unhelpful and just repeated that line it was not their responsibility. I asked for the manager of customer service, I was given a name of "George" and when I asked for the surname of the manager she refused to provide the surname. "George" could be anybody. This summed it all up. They do not care for customer service at all, once they have the money they dont care for any service. I made point that without a surname I had no confidence that they had any interest in responding to customer concerns. Her attitude was she did not care. This company's customer service along with Air India online check in not working and changing routes has been rude, arrogant, and totally useless.