Hidden T&Cs

REF: QYNWEO

Good day,

I would like to know of the process one needs to follow when laying a complaint against an airline?

The case has been closed with Flysa fair and I have a reference number.

I booked a flight from Cape Town to Lanseria on Wednesday 22/11/2017 and I got a 19:35pm, long story short I try and check in online and I couldn't because it said "status: closed" at 18:55pm I get to the check in counter queue waiting to be assisted and I was assisted just after 19:02pm and advised that check in was closed I had to be 40 minutes early. Walked to the ticket sales counter to advise them of what had happened when I tried checking in myself online and was told that online check in closes 4 hours before departure which I then said I was not aware of this and where is it stated because it was not on the T&Cs on the booking confirmation I received. The ticket sales agent couldn't answer and I requested to speak to the supervisor, asked her the same question and she told me a lame story and said on the online T&Cs the 4 hour closing is stated and I asked why wasn't I told about this and her reply was because I never asked, she gave me attitude and was very rude she even went as far as telling me that if I was a regular flight user I would know how things work. I was told of a flight to O.R Tambo that was going to leave after 20:00pm I left the counter and went to the atm because I was advised of a R300 difference when I came back I was told that booking for that flight had been closed as well, when requesting for them to change my flight to East London for the next day and I was advised of a R500 difference.

I asked for the sales agent's name and her supervisor's and she gave me just the names when I asked for their surnames they bluntly refused to give me their surnames and said they cannot give me that information yet the other sales agent next to them had a name badge with her name and surname when I asked why is it that she has her name and surname the supervisor said because that's her choice.

Took it with their social media, they referred me to their online T&Cs but my thing is why is their clause stating the 4 hour closing before departure NOT on the booking confirmation with the other times stated there?They weren't of assistance as well I had to keep asking them for feedback they finally rep**** and said management declined with reimbursing my money or changing my flight.

What a horrible first time experience with them.