Employee should trained to understand the importance of customer service

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Honestly, I was not satisfied with type of customer service we received from the travel agency we recently visited. A few days ago, my parents have a plan to go on a trip out of the country, and they plan to book a ticket through a travel agency. Suddenly, emergency occurred, and my father couldn't take the trip, so he has to cancel it. He called the travel agent who handle his ticket immediately, and he apologize for all that trouble and inconvenience. Since the ticketing process not complete yet, the agent can return the fund fully to us, but she wasn't that happy with my father. She even commented rudely in front his face, "I would refund all your money, and don't ever wasted my time again." How rude is that? My father already apologized, and nonetheless, we are the customers. I would definitely write a complaint letter to her superior for such rudely manner.