Flysafair Employee made me miss my flight

My mom and sister were flying FlySafair this afternoon from Cape Town to Durban and they were scheduled to **** the 13:15 flight. They got to the airport and went to get my moms boarding pass printed. When they received assistance, my sister told the lady assisting that they needed a boarding pass for my mother as she does not have a smart phone, however, they had checked in online already. The lady then asked if they were checking in any luggage which they said they were not as they had the same luggage they had when leaving Durban and had gone onto the flight with it. She looked at them and told them they could not take it in and had to pay. My sister explained that they had gone in with them coming to Cape Town to which she responded rudely, not on my watch you won't. She then told them she would not print the pass unless they pay for the bags. As this back and forth was wasting precious time, my sister decided she would pay for the bag, and asked for the receipt she needed to pay for the bag and she printed it and gave it to her. She then asked that she check my mom in as she ran to pay for the bags. The lady agreed and my sister walked away, she was then called by the lady again and she said, you are now late for your flight. My sister, frustrated said she should give them the pass they would run as the gate had not yet closed. The lady refused and tore the boarding pass and threw it in the bin saying they are late anyways but they could run and try to make it to the gate.

She says this now and tells them they can take their bags with, after wasting all that time saying they had to pay, she now said they could take the bags and run to the gate. Secondly, after tearing the boarding pass she asks them if they have a pass and how they would get through, both made absolutely no sense. Nonetheless, they ran only to find that the gate had been closed and therefore missed their flight.

This was really frustrating because they are now on standby for another flight tomorrow, and all this happened because of the person who did not assist them the way she had to. Firstly, they were able to come to Cape Town with the bags without paying, and now all of a sudden they could not and she wasted so much time arguing the fact. Secondly, she tore up a boarding pass and refused to give them which did not make sense as this is her job to do. To top it all off, in the end she goes against everything she had wasted time arguing for and told them to run with their bags to the gate, after all that time costing them a flight. This was very unprofessional and disappointing of a Flysafair employee and no one should have to go through such because of an employee who should be helping, not hindering. I have been extremely loyal to flysafair all these years, bit this treatment and service to my sister really is making me reconsider my continued support of the airline.