Refuse to help 87 yr old before making NEW booking

On Sunday 27/09/2015 Mr Barkhuizen 87 year old man who can hardly walked was refused to let on the airplane not until he made a new reservation. The Wednesday there was NO problems with the initials and now they refuse to let him board with a ticket with his initials on and not full names although every passenger has to show an ID when checking in. This is unacceptable what if the passenger did not had money to buy a new ticket and now they will refund him less R280 penalty fee, I see this as ***** steeling from an old man. This lady did not even know how to work the card machine properly and her way of handling customers is inappropriate, her colleague was the opposite friendly and actually understand the situation even apologize and got him into a wheelchair. Service on the plain was also pathetic. I'm HIGHLY DISSAPOINTED with this situation and what/How people are treated CARE is not to much asking for. The Initials, surname and ID nr was on the ticket don't see how names can make a difference as u need to show ID as proof and the worst let an old man had to pay double ticket what a shame the New ticket also only had initials on.