SAA *****ing Money using their own policies against their clients

I am a proud South African who is super proud to have a national carrier and one that has been able to turn things around, and I believe provides a great service. However, today I was absolutely shocked to my socks by the service and unwillingness to make a change (Due to a type) which has resulted in SAA *****ing R 1600.00 from me. Here is what happened: 1) I bought tickets for my grandparents to fly from JHB to CT, because they cannot afford to come home to CT due to some unfortune financial situation. 2) When inputting the name of my grandfather, I made an error by putting my dad's name instead of his. However noting that the surname and ID is correct. 3) I phoned SAA to help and just fix the name, not the surname or change the ID, just fix the typo of X to Y. 4) Their response (SAA), we cannot change it. So no one can physically use this ticket because no one in the WORLD exists that could use this ticket because they dont exist. So basically I had to buy new ticket which has resulted in SAA *****ing money and they making pure profit off them refusing to change the name. I dont understand how the national carrier is so unwilling to help me as a South African where the SA government has bailed them out so many times for tons of mistakes using the taxes that I contribute (Noting we have a tiny tax base) and then when I need help, they refuse. Please explain this.