Why punish the client but yourself? Fly

I am very disappointed by FlySafair for what happenned to my cousin on Saturday. I have used Flysafair and advised many of my inner circle to do the same but now all is in question. I bought a Cape Town ticket for my cousin for last Saturday. He was denied boarding because he only had a certified copy of of his Identity document (I understand they have rules) but he came to Johannesburg with the same document and and with the same company(flysafair) and was allowed to board. He could not go back home because of a mistake made by FlySafair themselves but the decided to punish the client. The stress we were in over the weekend will definitely stop me of using the carrier and even refer it to others. The ticket was not refunded and on top of that Flysafair were unable to confirm or check that he used their flight to Johannesburg a week earlier.I always thought they had good and strong IT infrastructures. Thank God we manage to find a place for him to stay on Saturday and manage to get him on a flight back to Cape town yesterday with another company(i won't mention) . we explain the situation to them and they wrote a letter to allow him to board the plane and get back home safely. I am very disappointed at Flysafair as I would have expected them to be more understanding since they have initially made the mistake but instead they asked him to get the original document mailed to him (but he had the house keys with him here in Johannesburg). And he tells me that the Airport staffs were not friendly at all.