Not the most flexible airline

My wife and I had a flight from JHB to CPT on Saturday the 5th of August, booking reference 385C8401. The flight was for 2 adults, 1 child and 1 infant. We arrived at the baggage drop 45 minutes prior to our flight but we were told that they cannot assist us as we are too late, which was not the case. The staff showed no desire to assist us. I also explained that my wife is pregnant, and we are traveling with 2 kids. Because this was the last flight out, we had no choice but to cancel and book new flights with Flysaf.