Pathetic and *********** staff at King Shaka

On the 14th of december I bought my mother (who is elderly) a flight ticket to cape town departing at 1725 from King Shaka airport. She had to pay R400 to travel to the airport because she lives in hillcrest, in Durban. She arrived at the airport at 1600. When she got to the check in counter a very rude clerk help her and weighed her luggage and a box with frozen goods in it. She then proceeded to inform her that the flight would be delayed and only depart at 2100. My mother isn't a frequent flyer and the rude clerk did not give her the option of checking in the frozen goods box at the oversize counter or the frozen goods counter. She immediately asked for for the cash to pay for the "extra luggage". My mom asked how much it would cost and she was told r2805. My mom, who doesnt have employment asked if there was another way to resolve this issue, she was told "to come back when she has the money". My mom had to borrow money from her neighbor just to pay for the box, which cost another r800 (an uber there and back) . My mom paid the cash, which to me is ****************. The oversize and frozen sections are there for a reason. Surely the clerk should be competent enough to offer these alternatives. I've been a frequent flyer with Mango airlines, but now I have lost respect for your airline and your staff, and the disgusting behaviour being shown to their own clients?!?! I feel she should be reimbursed as she was not given any alternative, to either forfeit the flight or to pay for the box. And it was Christmas time, surely Mango isn't as cold and heartless as this. For an unemployed woman to pay back r2805 to her neighbours for your staff's incompetence? We want the money bac****