Mango airline services

Gooday I would like to share an experience at mango help desk at king shaka airport. My grandmother is a 85yr old pensioner, she was visiting in jhb coming from durban. She received news that her last born son was ******ed so she needed to return to durban asap, the fastest way was flight obviously because a bus takes longer. We decided to go book a flight at the airport because my grandmother misplaced her ID, however we had a copy. Mango supervisor refused to assist us even tho we explained we had a copy of the id and home affairs is closed on weekends for a temporary ID. This was of paramount importance for my grandmother to travel today because as Muslims we don't delay burials. I pleaded for them to help us they blatantly said no. My heart just broke into pieces. I'm so disturbed with them not even budging to atleast accommodate us during such a distressed time. We are south africans, how can we be stronger together if we heartless during times of need. A local domestic flight I'm still in shock with the level of no empathy received. Disappointing is an understatement.