Bad service and misinformation

Fly Safair smashed my rock solid hard suitcase. So I went to claims at the Durban airport and lodged a claim. They took all my details. Took pics of the bag and all the info they needed and they said it would take approx 21 days to pay my claim. Then I heard nothing. A month later, I went back to the same desk, was told to call a number which I did. The consultant said my claim was approved but I had to reply to their email. Only to find out they sent my documents to a completely **** email address. Sometimes you think people make spelling mistakes in an email address - the address he gave me is completely foreign to me. When I received the email, I followed their instructions.

3 weeks later, R1000 in phone calls later, I get told today to send pics of my luggage, with a pic of the luggage tag and the flight ticket. First of all, the bag is so broken that I threw it away.... becasue on the email it state that pics already been taken. Now I get told that they can't do anything becasue they have no proof that my bag was broken? ***!!! The consultant I spoke to said my claim was approved! I travel on this airline every 10 days.

What I've come to realise, is that big companies make things so difficult for small people, that one actually gives up. Why do we have to accept bad service?

This is not good enough