Visa not delivered on time

My mom and her best friend have been terribly misled by Capago staff. They were due to leave for France today, 2 May, at 2pm. Their visas have not arrived yet. They have been waiting 10 business days thus far for their visas which were promised to arrive within 3 to 5 business days of their date from which their application was completed.

Their visas are said to be in process. All documents are in order. All costs covered. The dates of flights known, and the company fails to have the visas arrive on time. Fortunately my mom didn't pay the Platinum service because it seems this money would have been lost as well.

It would be great if a manager would follow up to assist my mom and her friend as they have booked their holiday.

These two ladies are meant to meet their best friend of 50 years whom they haven't seen in many years. They saved their money and already met all the costs of their trip. Now with the delay of the visa, the added cost is impossible for them to meet. How can Capago be so inconsiderate about how they handle each customer? Every customer deserves great service, and Capago promises quality services, and didn't deliver for these too ladies.

This is truly appalling service!