Total ****!

Most horrific customer service know on this planet! Flying to Durban my fiancé and his elder dad were in the boarding gates already checked in to the flight after standing in the line for almost 30 minutes and realising time was against odds on their behalf and than missing their flight as cem air staff LAUREN has no empathy or ethics towards people decided that they need to depart than when you get to ticket sales they tell you that your ticket is forfeited as my fiancé had 10 minutes to get to them please advise me as to firstly having a rat race to board on god earth are you able to get to ticket sales in 10 minutes and where does this stipulate this? For flights to be forefeithed this airline is a **** and needs to be exposed for horrific staff and ****ming people