Bad Customer Experience

The worst experience I have had with a company I thought was reputable for good customer service!! I booked a flight from PE to CPT for the 22nd September 2019 and the Saturday evening of the 21st my phone was ****** and a friend of mine got badly hurt in the ordeal. I had reported this with the nearest police station at the time and a case had been opened, I called Flysafair the following day reporting the incident and the agent I initially told me that something would be done if I were the one who got hurt therefore I forfeited my flight. Bare in mind Uitenhage is a small town with hardly any commercial business and been running around like a headless chicken trying to get my phone insurance and sim swaps. On Tuesday I requested a call back from Flysafair and spoke to an arrogant manager who told me that I cannot get any form of refund but will need to pay extra 400 within 24-48 hours of which I had expressed that I can only have money later in the week. I got paid on the Friday and had to make alternative traveling arrangements to travel back. I feel that not only have I been ****** off my money but my consumer rights have been trampled by your company and I know that I'm not the only one who had been in that situation, it could have been anyone else. Your staff are inconsiderate & undermining, no one felt empathy whatsoever and that's very bad to your image as a business. If this is how big companies like yourselves conduct business in South Africa then I guess you need to change your motto: Experience. Expertise. Excellence. :(