Human Error not possible with Kulula

We recently booked flights JHB/CT return. I made the mistake of booking my partner under her ****en name HIND instead of her divorced surname ROOSEBOOM. At the airport, we realised the mistake and did not have documents with the name HIND on-even though the ID on ROOSEBOOM was the same. We had other cards under HIND and a divorce certificate which didn't show HIND. We were forced to book another ticket which cost R1500 with no refund. The manager was not forthcoming and we were told that we had to get a copy of the ID for the return. We wanted to ensure that all was in order to return to JHB on Fri and have had the ID of HIND mailed. We phoned KULULA and were told only the original of the ID would be accepted. We are in a quandary, as we can't get the original ID before Fri as it in JHB. To top it, we shared a case and were 6kg over and that we weren't allowed to share and paid R300-we only added up to 26kg! Your website doesn't say that you may not share a case! We've had a disastrous experience, and human error is not feasible when it comes to Kulula. Evidently one cannot even do a name change! I wonder who the customers are, as there is absolutely no-one who is prepared to help