Everything perfect as long as everything is fine. ...

Everything perfect as long as everything is fine. I have been traveling with this agency for two years, the first one was fine. The second was all a disaster, what happens to you? Yes sure.
In fact, the unforgivable thing is not to reply to the customer's emails but limit yourself to making a phone call promising to take a stand but then no longer follow up on the complaint.
Winning customers is difficult, losing them is a moment, too bad, but luckily there are many agencies.