Wonderful trip - appalling administrative managment

The Blue Train trip was a wonderful experience. Luxury accommodation, excellent food and wine, fresh flowers and a live saxophonist playing in the lounge. The staff were well trained and very friendly. Unfortunately the Blue Train's office is appalling. The train arrived 7 hours late, so we missed our connecting flights. Also they lost an item of our baggage. For 4 weeks I have been trying to get a response from them in this regard, so that I can institute an insurance claim. But they have been completely unresponsive.