Staff deciding on your behalf what they going to do for you at your cost

Booked a flight with kulula. On the day of the flight went to the bookings counter. Was helped by an African man. I told him, I phoned customer care (have the recording)asking if my son was able to travel alone at 15 and if kulula could help with a chaprone just to help him to the correct gate and plane. First time flying. He proceeded to print my sons ticket and leaned over and said, it is gate C11, surely we can read he should find his way. When my son passed through the secure boarding gates another African man pulled my son to clean his shoes. Sneakers? When I asked the security to go take my son away there I was met with sarcasm, rudeness, apathy etc... What amazed me was the 1 security guy told me my son may NOT fly alone, apparently he is CEO of Home Affairs and Kulula as well. I was told by this man to open my eyes my son was wearing sneakers he was not pulled to the side to sit. Well My son confirmed he was pulled to sit, I believe there was another motive for this. Why this whole story, is because had the Kulula staff member provided me with an escort for my child I would NOT have had to deal with the CEO of security, CEO of home affairs and CEO of Kulula all rolled up in 1 since he got ALL 3 facts incorrect. Love OR Tambo's security. Nothing gets passed them. I did report this to the Kulula surpervisor, he was MORTIFIED at what happened. This man was BRILLIANT with helping me, he new EXACTLY what to do, what I was saying. It is so sad that some staff are brilliant at their job and others feel they doing people a favour showing up for work. I DO know better now but that staff members actions led to a serious scary chain of events that could have been avoided.