Poor *********** service

I am disappointed about the service my family received on this airline when checking in lagguage. Lady let them go with hockey stick and when they got to gate they were told hockey stick can't go inn. During that time the flight left them. We had to pay extra R1500 to get next flight, when they were trying to check inn the hockey stick she said bag already is gone. Because they didn't want the plane to leave them second time around they left hockey stick at the counter. Service received from Popi at check in was so incopete and lacked empathy. Reason for this trip is because of the psi indoor hockey in Durban and this has been such a traumatic experience for a 12 year old who prepared whole year in the end stick was left at the airport. A new stick was bought but still he's not performing well as his not used to that stick. What a bad experience and so much poor service from flysafair