My cousin bought a ticket to travel today fro Danmark. She arrived * hours before her f...

My cousin bought a ticket to travel today fro Danmark. She arrived * hours before her flight departure. After standing in a very long queue, she finally got to the counter. the lady "at the counter" asked her to pay for her boarding pass in which she replied why I paid for my ticket in full. The lady without any care or explanation said she will not issue a boarding pass until she paid extra. Finally, my cousin paid the boarding pass and asked the lady to Harri up because she doesn't want to miss her flight. the lady ignores her and as my cousin gone security she ended up missing her flight. As she does understand English she contacted me and explain the whole situation. I have contacted Kiwi on numerous occasion to sort a new flight for her as it was not her fault she misses the flight but theirs. I am no going anywhere with them all I get is we are working on it. in the meantime, my cousin is still at the airport not knowing what is going on.