Lost luggage

My sister and family flew from JNB - DBN on 22 Dec. Luggage didnt make it. It is now 30h later and we have not had a word as to where the luggage is and when it might be delivered. I have even offered to drive to King Shaka to collect but noone is able to confirm if luggage is there or with the courier company. It has seriously spoiled my family's holiday. Tomorrow is xmas eve and all the kids presents are in the luggage. The lack of communication is shocking with phone lines not being answered and not updates provided. Absolutely shocking service