Horrible Service

Today my mother and daughter were booked on MN603, I had already checked them in online, however when I got to the baggage drop off the unhelpful agent informed me we were 10min late as baggage drop off closed at 16.30. I then asked him if we could go through and have them load it as hand luggage at boarding; the agent, with no haste that boarding would be commencing shortly said no. No willingness to help rush the passengers through. An elderly and a child of 6 had to rush through to the boarding gates. At the boarding gates they were stopped with the bag and advised that the bag is too big, yet my mother explained there was another pad infront of her who went ahead with his bag without anyone complaining. We had seen after check in the agent pointing towards us as we headed toward security, later to realise he had called the boarding gates notifying them of my mother and daughters arrival with the bag, singling them out and not allowing them to board the aircraft. They arrived at the boarding gates at 16:50 (boarding at 16:45), pleading with the boarding agent to assist them. When noticing their lack of help, I asked my mother to leave her bag behind and board as opposed to missing the flight. I was on the call with her and overheard the boarding agent advise her that she cannot take her bag (for security reasons, which I can accept, however zero helpfulness or willingness to assist. Shortly thereafter I was informed they were offloaded from the flight. I then had to place them on the next available flight 641. The problem I have with how everything transpired, from check in through to boarding.

If there was haste when we arrived at baggage drop off this would not have happened Had there been better customer service from the point of checking and boarding this would not have happened I should have just let them go through without stopping at the baggage drop off as it would have eliminated wasting time with unhelpfull staff.

I'm disappointed with the level of service, having flown with your carrier several times and have seen first hand what your service is like. Also having worked at the airport as a checking in agent and flight attendant 4years ago, I'm fully aware of airport and flight operations, so I was rather dumbfounded to witness such service.

After those whole debacle I spoke to the duty supervisor Kefilwe whom advised me that she would investigate the matter and revert accordingly. I explained to her that I should be reimbursed for changing the flights to the next departure, she was unable to as she needed to 'investigate' first. I want my money back for the inconvenience you caused for offloading my family.