Poor service and ill treatment from SAA

I would like to lodge a complaint about the treatment I received on Saturday the 11 May 2019 at OR Tambo international airport by an SAA lady staff at the boarding gate. On this day I was supposed to fly to East London and was booked in Flight SA471 that boarded at 9:40 closing at 9:55. I checked in on line the 10th of May 2019 and on the 11th May the day I was supposed to depart for East London did a self-check in at the airport around 9:10am. I then proceeded to the Boarding security check around 9:43 I got delayed at the security, they had a scanner that was not working properly as attempted to go through that scanner I was given the information that the scanner was faulty. Hardly after a minute or two then I am told I can go through the same scanner I was informed was faulty and my hand bag was rescanned a number of times while I waited there. This consumed a lot of my time by the time I got to Boarding gate D6 it was at approximately at 10:00 am and I was told I missed the flight. I tried explaining what was the issue I experienced but the lady at the boarding gate just wouldn’t care what happened. All she could say was that I must check in more than an hour before which is exactly what I did.

My concern here is that, is this how a customer get treated at SAA even if the glitches and delays are not from my side as a customers? I have lost the whole flight money I used however I arrived way in time for the flight at the airport and even checked in on time day before and earlier again to print the boarding pass. Is this how SAA ensures customer satisfaction? Surely your system should have shown you there is a passenger that checked in and within the airport how come I was never called out since there was a need and I was not out shopping in the airport but busy following protocol that delayed me? I missed a family funeral because of faulty security scanners that were used to scan my bag. Is SAA a money making scheme in that sense because when I returned to SAA ticket sales counter to book for the next flight I was told it is at 15:30 and I will be liable to pay +-R1300 to get on to the next flight. Is there no link between the ACSA security check point and boarding gates? I really am disappointed and I thought I should bring this matter to your attention for you to address because right now I know SAA and ACSA led to me missing the flight.

Worse part I have sent this complaint directly to SAA and ACSA on the 13th of May 2019. to date no response received. the only response I got was from ACSA from their automated mailing system giving out a reference number.