A Little Letdown at the Moment

I kind of feel a little disappointed in that agency where I purchased my husband's ticket from. I went there Saturday and bought the ticket and they told me they will forward the itinerary to my e-mail the following day (Sunday). I took their word on that hoping they'd keep it but only to my dismay when I checked my inbox and I didn't find anything. At first I was like, all right I'll give them another day or two because I also was told that they'll be sending that itinerary from their main office perhaps so I'd figured out it might take them a little while to get it done. But Monday came by, then Tuesday, Wednesday, and now it's already Thursday and still, no itinerary! I e-mailed them on Monday hoping I'd get an answer, but nothing. I decided to call yesterday and I was so relieved when I got to talk to one of their ticketing staff (although he wasn't the one who issued me the ticket). I relayed to him about my concern and he even apologized for not being able to send the itinerary right away. I said it was all right though deep inside, I was a bit upset for making us wait this long when right from the start, they had told us they'll send the copy like right away. I have the right to feel that way, haven't I? It's their duty to address their costumers' concerns and keep their words on whatever issue that has been discussed and agreed upon. The guy I spoke with assured me he will send the copy of the itinerary. I waited the whole day yesterday, but still nothing!! Now, I'm at my wits end and I'm going there today to tell them to make sure that itinerary gets in to my inbox before the day ends or early tomorrow. My husband needs that badly and there's no more time to waste. If I haven't paid for that yet, they could have it for as long as they want. But it has been paid in full and as a costumer, it's my right to ask them, if not demand, to do something as such, if we need to. This is not proper anymore. This is not how they must treat their costumers. With what they're doing, people would lose trust in them, like what had just happened to me. Next time, I'm not going to count on their words anymore!! I just don't understand why it's taking them this long to have a small task like that done on time. I really feel thwarted right now. Any costumer doesn't deserve such treatment. This has to stop!!