Refusal to help

My boyfriend flew out from OR Tambo on the 10th August, we where in the line only to realize when we get to the counter they closed the boarding gates. We were not late neither did the plane leave. The lady @ the counter refused to help. Im sure in such circumstances mango can be able to call and assist to help a passenger get his flight especially if the plane hasn't left. <br> The only option given was to get a stand by flight.<br> Mango can do a better job @ servicing customers or helping