Failure to take ownership of theft

On the Sunday 11th February my cousin and I were on flight JE352 flying from Capetown to Durban sited on 22A. When boarding the plane a flight attendant took our travels bags and informed us that we would get them in Durban in luggage collection. When I got home the next day to empty the bag I realised that bag hand been opened as things were no longer packed in the same manner and my perfume had been ******. I informed my cousin and I also asked that he checks his bags and to his disappointment his perfume was also removed from the bags. On Tuesday I made the first call to your customer care which was first of many and I would be transferred to complaints where I used to hold until my airtime was an issue and hang and try again. Today 22nd February I managed to get through to a agent after 22 minutes of holding only to be informed that 24 hours has passed therefore they cannot entertain my complain. The agent who i was talking to asked that I escalate but she cannot help besides give me this email address. I was also not given a reference. This was very dishearten especially after having been trying to get assistance for such a long time only to be told I cannot be helped because it has been over 24 hours and now it is my fault when I had boarded with my bag only told by staff not board with it only to get it back with items missing.