Extremely Disappointed with Service & Compensation - Useless

I am extremely disappointed with my recent experience flying with SAFAir. On Friday, 30 January, I flew from Durban to Cape Town, and when I collected my luggage, I found that one of the wheels on my suitcase had been completely broken off and was nowhere to be found. The damage makes the suitcase impossible to roll — I now have to physically carry it. I paid R1,300 for this suitcase, specifically because it had wheels. What’s the point if the airline handles it so poorly that it becomes unusable? To make matters worse, the compensation process was just as frustrating. After waiting for a response, this is the message I received from their Customer Service team:

“An amount of R450 was approved for compensation for your damaged bag claim with no further compensation from management. This is the final compensation provided.”

The audacity to call R450 a “final” offer for a R1,300 suitcase — and then they only paid out R400 in the end! There is zero ownership, zero accountability, and the customer is expected to accept whatever small amount they decide to give. Completely unacceptable. SAFAir, I expected much better. At the very least, compensate customers fairly when their belongings are damaged in your care.