on hold for at least 5 mins, and no help

On sunday the 15th i called to change my flight due to an emergency, the lady at the call centre kept me on hold and was extremely rude, i since lost my flight and the site which says you have 4 buttons online to change it your self , doesn't allow you the option, I also had travel insurance which i paid for as part of my reservation to cover me should any thing arise, at which i was told doesn't cover this.<br> I am appalled at the lack of help and support and at now having to pay extra to get on another flight.<br> I will NEVER recommend SAFAIR to anyone ever!!! and all the \hidden"charges meme them the most expensive airline in south africa"