BAD SERVICE AND NO CUSTOMER CARE

On saturday 28/08/2021 i was in pretoria i called to cancel my flight at OR Tambo... the consultant on the call told me i have to physically change my booking at the airport... and i could not do it on the phone.... when i was driving on my way with my business part we go a flat tire and missing the hour after my flight left... this was something that was out of our control... the lady at the counter told me sorry you will have to rebook sir.... you forfeited your ticket... why not just give a penalty and book the next available flight... really bad customer care and service. How can you just tell someone we cant help you.... rebook after money has been paid and i was willing to pay a penalty of over R2000. This company is robbing people