Unhappy customer (hopefully nor for much longer)

I booked a return flight for my son to the UK. This was his first time flying. On 2023-07-21 when booking in for his return flight from Cape Town to Port Elizabeth he was informed that he will not have enough time to book in his luggage and this will be regarde as a no show. He was advised that he will have to buy a new ticket or pay a penalty. He tried to explain to the person assisting him that it was not his fault for not having enough time (lay over) between his international flight landing and then trying to be in time boarding his flight to Port Elizabeth as it was booked through them. He was also informed that he should book in his luggage 45 min before the departure of his next flight. He explained that he will not be able to do this as he will only have 1 hour between landing at the airport and his flight departing to Port Elizabeth. He will first have to get off the plain, get his luggage and then also go through customs which will definitely not be at all possible within 15 min to be in time to book in his luggage for his next flight.

The person assisting him told him that it was his responsibility to ensure that he had enough time (lay over) to go from one flight to another when booking the tickets. Further he will have to buy a new ticket or will have to pay a penalty but she could not indicate which will be applicable at the end of the day. I personally spoke to the person as I booked and paid for the ticket in order for my son to visit his mother in the UK. He last saw her in December 2022 and was eager in visiting her for a few weeks. I am not at all happy with the response received from Flight Centre as it does not state anywhere on their website that the client is responsible for ensuring that enought time (lay over) is provided for between flights. How can this be the situation when me as a client do not have any insight into the working of an airport when having do decide how much time is needed between flights. This is especially so when it comes to international flights.

I forwarded an email yesterday afternoon raising this issue as a matter of urgency as my son will landing at Cape Town Airport at 11:35 and needs to ensure that he is on the next available flight to Port Elizabeth. I requested Flight Centre to confirm that my son will be on the next available flight without me having to buy a new ticket or having to pay a penalty.

I hope and trust that Flight Centre will do the right thing but to be honest I am not very optimistic as I have not received a response from them since forwarding an email to them yesterday afternoon.