Pet Travel

I booked my basset on a flight from Johannesburg to Cape Town. I phoned before traveling to confirm traveling regulations and procedure. I was told the dog should be in a humane carrier and cannot weigh more than 32kg. They offered no specifications other than the weight and humane condition of the carrier. When I got to the airport with my dog the staff had no idea how this worked. 3 people came to view the dog before billing me and checking the dog in. 2 hours later before departure my husband was called to the front of the plane and told the dog was removed from the flight and he must arrange collection. I am 8 months pregnant and had to drive back to the airport, they didn't.t know where my dog was when I got there nor did they offer a refund or apology when I eventually found her. She is severely traumatized after the ordeal. I also had to insist on assistance from mango staff to help me to get the carrier and dog into my car as I was alone and very pregnant. I found their attitude towards me and my dog very disconcerting. Why did they take y money and book my dog in if they never intended on flying her down? Also they should have clearer specifications.