Poor service all round

My husband was supposed to fly from Durban to Johannesburg. He had a Pdf boarding pass. When he tried to board the boarding pass wouldn't scan. Your staff refused to help and told him to go to the service desk. The que in the service desk was long and the lady there kept telling him to go to the back of the line even though he told her his plane would be boarding soo and his pass doesn't work. Very rude. I spent over an hour in the que on your phone lines trying to get it resolved but eventually he missed his plane. I subsequently had to book another flight at double the amount. The service at the boarding gates and call centre is cringe worthy. We frequently fly but this is the first airline to deliver all round poor service. I paid for two tickets and my husband had to sit at the airport for three hours. Your call centre just does not answer, ever