Gross treatment from Flysafair

After a week of back and forth. Flysafair still cannot answe my question or provide a resolution. I have escelated my complaint to the airport to look into this matter.

Flysafair just states their "investigation" shows my brother and his bride was late for their flight, my question, HOW DO YOU TELL SOMEONE WHO IS PHYSICALLY THERE IN THE QUE AT THE DESK TO GO TO THEIR FLIGHT AT +- 17:15 THAT THEY ARE LATE WHEN BOARDING IS SCHEDULED TO START AT 17:30 AND GATES ONLY CLOSE AT 17:45???

They lost a nights accommodation that we booked for them for their honeymoon, we had to drive 4 times to drop and collect, and my brother was charged R600 to be placed on a stand by list which doesnt even guarantee placement. This makes no sense to me and their responses to myself shows their poor customer service.

Beyond them stating ita our own responsibility to navigate the airport and they pretty much dont hold their staff responsible for directing people to the wrong ques....why do you then have so many staff at the airport??? Ugh just not happy with them at all. Hopefully the airport will provide better feedback