FlySafair disgusting customer services

I had the worse experience today with a staff member at FlySafair. My mother who is 70 years of air was treated like a complete nothing by a lady who works for FlySafair her name is Perry at counter number 64 at about 14 40 6th of July.My mother was told that her hand suitcase was fine to go on to the plane with her only to find out what it was slightly too big, I understand that all companies have rules but the way this women treated my mother is totally disgusting. She told my mother she would have to pay R350 for extra luggage. Bearing in mind my mother only had this one bag no other luggage, when I asked why she just ignored me totally. My mother was so stressed out as her fight was leaving in 20 minutes, she started jumping on her case. I then decided for my mother mental health I would pay for the bag and just let it slide. But then within a matter of 2 minutes the women said it's too late for you to book in the bag. Go and sort it out with man who said it was fine to take the bag. I asked her can she not do anything to assist as she is the face of FlySafair and if she could sort it out pls. She looked me straight in the face telling she is Perry not FlySafair and I must go sort it out. At this stage I was.so upset with the way this lady has treated us. A very kind gentleman who also works for FlySafair come and assisted us and sorted it all out within 5 minutes. I unfortunately never got his name as it all happened so fast. I feel that Perry needs to be tough how to deal with clients. We have just lost 2 members of our family and my mother was on her way to her 2nd funeral in a matter of 1 week. Perry, I hope no one ever treats your mother the way you treated my mother, totally appalling and inhumane