Terrible customer service with no refund in an emergency situation

On the 16 November 2021 @18:25 the website safair allowed me to book the air ticket for a flight to depart King Shaka at 19:50 to OR Tambo, as I was attending a muslim funeral of which happens within hours.I reached King Shaka airport 2 mins before check-in closed, taking into consideration travelling from the south to north in peak hour. I was told I must go to the help desk. This was 50mins prior to the plane departing at 19:50pm. The manager and the merchant refused to assist. I even showed them the declaration of death hence the time of booking the flight. They had no interest to even make an attempt to allow for the flight to be boarded. Unfortunately, their service was appalling. In that time of arguing they could have arranged due to the emergency but they failed to assist. They do not want to refund my money and they insist that they can give me another flight, which is useless as now we have to drive up, incurring more expense. The only reason for this flight was a funeral emergency for my grandmother. How heartless and unsympathetic people we have working in this country.

Safairs policy needs to take into consideration extenuating circumstances. Safair must credit my money! Airlines before did not have so many grey areas such as Safair. We unfortunately forced to use what is available due to covid 19. If such rules of check in are in place then booking tickets should be closed on the website and not take peoples money for no service rendered. The airline made no attempt to assist considering the situation and the plane was only to depart in the next 30 minutes. We even saw people running with their bags through. I am sure King Shaka airport could have assisted but no attempt was made to go the extra mile for customer service by Safair.