Poor bad 👎 service

My brother and my niece on the 21/06 23.their luggage was missing we were going up and down as we had the funeral for our mother the promise to track the and phone us back we were the one how were phoning the said I submitted all receipts for all the items that were the in that luggage I filled the forms submitted in their office their forms says refund will done with in 15 working day but when we did follow up I was told view wats line that the don't refund luggage why make us go all the trouble when the no the are not going to refund the iterms in luggage which was lost in their bus.