45min wait wheel chair assist and theft

Hello there I have been battle with a issue with mango Airline I had my elderly parents first time flyer with wheel chair assist.They were asked for money by the ladies who wheeled them on arrival to cape town.On return to Durban they were left sitting for 45mins on the plan to disembark.Then to find the bag locks broken and items ****** out which I reported. I have contacted the airline with no assistance at all they promised to return emails in 48hr that was in December around the 20th I was told that thing were escalated they requested flight details etc. I am still waiting a response.So I was advised to put this complaint to hello Peter