Unfair extra flight charges

Good Day,

We originally booked a ticket from Cape Town to Lanseria 6 Dec 2:05pm flight. Our reservation number was RGKWIP.

When Mr a Mrs Van der Merwe arrived at the Check-In in counter they told them that because they missed their flight on 3 Dec they had their flight and had to book a new flight.

On the 29 Nov Mrs U van der Merwe called the call center to ask if she can change her ticket on the 3 Dec to another day. The agent told her that she must miss her flights booked on the 3 Dec and use a another ticket on the 2nd Dec to get to Cape Town and then return back on the 6th Dec with the same tickets. She called on the 29th Nov late morning. Please can you track that phone call? We were not informed that she would lose their tickets and have to pay R2400( R1200 per person in).

The reference number of the extra R2400 she had to pay in from the ticket office is BYFSOB. It is unfair that we were not given the correct instructions on the call and expect a refund for the R2400.

Please kindly revert back ASAP.

Kind Regards, Nadia