Bag to be returned

Terrible service Can I please have my dad bag He traveled from uitenhage to Jhb and swapped bags upon getting off, now we have to spend lots of time and money requesting what belongs to us. Plz give his bag. We called and was promised...we emailed and no replies..we even went to park station in person and no1 can give our bag to us. Can someone plz return the bag. Poor customer service