A relative booked a flight with UR points (Reserve, if that makes a difference) on South African Airways.
When he got to the airport (with his wife and 2 kids), they wouldn't let him on the plane. Chase screwed up and he was ticketed in 2 different classes. SA refused to speak to chase to sort it out on the spot, and claimed there was nothing they could do. (based on reports from people on the flight, the flight was overbooked, and this was a way to bump people for free)
Because of shabbos, the next flight they could get was 3 days later.
He has attempted to get some compensation, and now (2 months later) he got an email from a supervisor claiming to be the highest authority oferring to reimburse taxi fares and 5000 UR points.
Is there anything he can do?