NO ACCOUNTABILITY AND UNPROFESSIONAL. PAY BACK!

The airline failed to alert us of the terms and conditions of the entrance from Brazil to Johannesburg. The customer was without his yellow fever pass and was declined to board from Brazil back to South Africa. We are now responsible for all costs incurred for rebooking and even worse a 10 day stay in Rio as we are unable to fly out unless the pass is couriered to us from South Africa or we receive another pass from the nearest and earliest available doctor (bear in mind that there is no medical clinic in the airport either - which is confusing in itself).

The now 10 day stay which is not budgeted for has to come from our pockets with no accountability or assistance from the airline who state nowhere on the flight ticket or their website that a yellow fever pass is mandatory for travelling to and from South America. Their response was simply "you should have known". It's also strange that there was no issue upon entrance and no mention of it for leaving the country as a simple FYI.

When we rebooked a later flight, with great inconvenience, we made it a point to ask that they show us exactly where it states this condition on the ticket or website and the staff refused to assist as it is in reality not obviously there.

The treatment of customers is disgusting and unprofessional, the staff is greatly irritable and with poor English proficiency (in a large tourist destination entrance point).

This issue needs to be solved and the customers reimbursed, to be honest, and fair.