Damaged baggage, terrible service

I flew Kulula on Monday 7 Feb 2022 CPT JNB on the 6am flight. I had a big red Fragile sticker on my bag.

I landed at OR Tambo to see that my bag had been smashed from pure abuse. I went directly to baggage and showed them the damage. The lady at the counter (Leanne) was very friendly and told me that they apologize and they will have a replacement bag for me on Friday at OR Tambo. She also assured me that if the bag is not ready for me at OR Tambo on Friday she will send it to Cape Town International by Monday. She gave me the baggage counter contact number too.

I recieved an email a few days later from Shadrek at Comair refering me to a clause in the small print and that I must pay for the damage that they caused. (AKA "not our problem")

1. I called the number that Leanne gave me, but there is no reply. Nobody answers. 2. I called Kulula customer care, nobody answers 3. I went personally to Kulula customer care, they told me to go to the baggage department. 4. I went personally to the Kulula baggage department, they told me that they will get back to me. I asked what number I could call in the future and they gave me the same number that nobody answers. I asked them for another number and they told me that it was the only number they have and that the phone was broken. I asked for a number where the phone was not broken and they said that there was no other number.

I informed Kulula that we need to book 4 more tickets for March so please get back to me by Thursday so I can decide if I use Kulula or not. A gentleman named Lawrwnce Thlako was supposed to get back to me on Thursday with a solution by Thursday but he did not.

Very very disappointed that a private company will get so poor at customer service and not care about future business.