Horrible service, never use them...

I travelled to Cape Town from Johannesburg on the 24th August. When collectimg our bag we noticed is was stuck on the machine, we asked for assistance and once it was removed it was broken severely... This bag is very big and we paid extra for luggage... We advised the relevant people and the said we need to contact them at a later stage. We then brought the bag in on the 1st of September and we're advised the bag would be fixed and would take 3 to 4 days to fix which was good as we were due to leave on the 16th of September. We are pensioners and cannot simply afford to buy a new bag of that size to travel back with... To date we have not even received a call to advise the process and how long it will take , everytime we call we are told someone will call us back . We are currently waiting on you so we can leave back to JHB. I cannot believe that elderly are treated as such, unacceptable service, besides that we had to pay R800 to get back to the airport and back to to family we are staying with. We feel helpless and it is clear that khulula does not care