Upset and angry customer

Today i took my 80 year old parents to the airport, whereby my dad is wheelchair bound and my mom not too healthy too. They bought their flight tickets at Pick N Pay in Durbanville . On enquiry they were told that the price of the tickets included the luggage as the difference in price between yourselves and Mango was just approximately R70. Being a pensioner we opted for the cheaper flight being SAFAIR. Initially they were booked on the 8pm flight to Durban, my dad phoned the airline landline *** on the 07 November @ 12.15pm. He spoke to Lee (agent ) who then informed them that the 8pm flight will not be able to supply them with a wheelchair and hence re-booked them on the 11am flight to accommodate the wheelchair. On checking in at the airport, he was told that luggage was an extra to the price of the ticket ( of which he was not told by either Pick N Pay staff nor SAFAIR) He then had to pay R500 for 2 luggage bags.When he arrived at the enquiry desk of SAFAIR he was met by arrogant staff ( Lindewe and Mr Naidoo ) who would not listen to his complaint although he had all the facts with him.They were adamant on him paying extra for the luggage, this after seeing him being a pensioner, an elderly person and partially handicapped. Now how do they expect a person like my parents to travel without luggage? Blame was shifted over to Pick N Pay but the fact of the matter is that Pick N Pay is representing SAFAIR and should be informing clients of the requirements of the airlines.