Poor Customer Service received on complaint Ref DPRCOMBA36031

My complaint is regarding the damage done to my luggage while travelling on Flight BA 6242 from Port Elizabeth. Barcoded Tag BA 039246 (0125) I am completely dissatisfied by the subsequent handling of the complaint by Comair Limited.

The claim was submitted on 16 Sept 2019 and reference DPRCOMBA36031 was issued.

From that day numerous email and SMS correspondence occurred between myself and several officials in Customer Care - ***, '***', 'David Holland' <***>, '***') where I was repeatedly requested to deliver the damaged bag to OR Tambo Airport for repairs.

I stay far from the airport, and I find this request TOTALLY UNACEPTABLE as this damage to my property, and invasion of my privacy was not due to any fault of my own.

I expected Comair to arrange for a courier to collect the damaged goods from my home and to deliver the repaired bag back to me. Customer Care refused this request and responded on email with “unfortunately our company does not do that” and that I should “ask someone” to bring the bag to the Airport!!! After numerous emails, the bag was collected by courier from my home. I am now informed the bagis apparently repaired, but I am now expected to collect the bag from OR Tambo, Comair refuse to return my bag, as it is "against company policy and procedure" to do so. I am now stuck without my luggage, and nobody is willing to assist.