SAFAIR makes mistake yet customers must pay

I was flying from Durban to Johannesburg on the 19/08/2026 flight number FA511 my laptop battery was low,I received a message via what's app attached hereto,stating that following:

Booking *** Flight: FA511 Traveling from DUR to JNB on 2026-08-19 @ 19:00

I arrived at the airport at about 17:30 and went to the counter at about 17:40 and my details could not be found,after sometime the agent discovered that my flight has departed at 17:45.I was then directed to the ticket sales counter.

At the ticket sales counter I met Kaylene Naidoo who is such a rude individual and this person does not represent your company or brand in a positive way,I explained the situation and my phone battery was low I charged it for a few minutes and showed Kaylene the what's app message,she then took my cellphone away to show her manager without my permission,my banking apps were open and when the phone was returned to me I noticed that one of my colleagues were trying to get hold of me but the call was answered and hung up by Kaylene.I also don't understand why the manager could not come to the counter and view the information on my cellphone than taking it out of my sight by Kaylene,thereafter the manager Lungile Mkhuuse came to the counter without greeting and just stated you need to pay for another flight and you can send an email tommorow,this was said without respect or empathy,I requested her manager and she stated I am in charge here,only me and she went back to the back office.

I was then venting my frustration to Kaylene telling her that I am absolutely stunned regarding the attitude of SAFAIR staff and management and asked her what would have been the case had I not had any funds to pay for this extra or added costs,which ultimately is SAFAIR's mistake and now I am prejudiced for their mistake,Kaylene was now frustrated with me and said in a harsh voice are you paying the R802.30 if not please leave,I took out my cellphone and filmed this and she then went away