CANNOT ASSIST WITH PROPERTY IRREGULARITY REPORT FOR INSURANCE CLAIM

Friend arrived from NZ on 8/12 at OR Tambo where her luggage was supposed to be. She waited at carousel, no suitcases and she had to leave them there to avoid missing her connecting flight to CPT. Despite trying every possible way to get somebody at Emirates to chat to, it was not happening. Was told by CPT international arrivals to complete a form. We did. Was told 2 suitcases would arrive on 10.12. Called was told only 1 suitcase had arrived. Called Emirates at the CPT airport spoke to Candice at admin. She called the relevant dept and was told both 2 suitcases would arrive on 11.12. She would call me to confirm. She didnt and I couldnt get hold of her. Emirates this morning are extremely unhelpful in assisting us in obtaining a PIR form for insurance claim purposes. The suitcases were marked "unclaimed baggage" despite our several attempts to recover them. Despicable, unhelpful staff of Emirates. This morning was told "thats what happens when you come to Africa" by their agent.