Made to buy additional ticket due to delays caused by boarding pass not scanning

Booking reference APKAD4 had 12 passengers, when we got to the airport, one passenger's boarding pass could not scan at the gate, he was delayed until he missed the flight. FlySafair made him pay R1700 to be on the next flight. I find really unacceptable because this was not his fault and as a first time flier, he just did what he was being to at FlySAfair desk.