Kenya Airways Customer Service No Response

I flew with Kenya Airways in January '16 from Jhb to Arusha and then back from Zanzibar two weeks later. I think in terms of aircraft entertainment, staff on board etc, they really are a very good airline to consider and the upgrading of Nairobi Airport makes them quite a good choice when you travel. Their prices are also very competitive.<br> Unfortunately our flight was late out off Jhb (no reason why) and this made our stop-over in Nairobi very short and when we arrived in Arusha our bags didn't make it with us. This is a big pain but a reasonably understandable mistake. During the day no one from the airport or Kenya Airways contacted us with any information and we had to make several phone calls to see when our luggage will arrive. Eventually the whole day went by and we got hold of our luggage. We had to pay another taxi to get us to the airport and back. Customer service responded few days later with a friendly mail that they would refund us on our phone calls and taxi expenses. Very generous, thank you! It has been 4 weeks now and after many mails I have send them, I had zero response from them. I hope this letter gets someones attention!