Worst Airline Service

Worst service today, booked flight for a unaccompanied minor (10 years old), arrived at OR Tambo 2hours before checkin, had all the necessary documentation but was delayed by the airline staff to fill health questionnaires, my brother was then checked in but left by the flight and they did not bother to communicate as to what transpired instead they are saying we arrived late and should have been at the airport 3hours before.