Luggage Broken and not happy with the resolution

My younger sister booked a flight from OR Tambo International Airport to Chief Dawid Stuurman International Airport with British Airways. On the day she flew, her luggage was broken and she did the whole claiming process. It was approved and we requested that they order a replacement but now Anna from "Baggage Claims" is saying that my sister who's a first year student must come and collect the luggage at the airport which is 200+km away from the University. If they did not break the luggage, she would have been having it now but they expecting someone who doesn't know Eastern Cape to be travelling to collect the luggage which they broke. It's totally unacceptable.