MANGO AIRLINE CREW DAMAGED MY LUGGAGE BAG AND REFUSES TO TAKE RESPONSIBILITY!!!

On the 11/02/2019 , i sent an email which i was requested to send by one of the complaints departments agents named Nissy to ********** laying a complaint regarding my luggage bag. The air plane landed at 15:20 10/02/2019 from Cape Town and we went to the baggage claim area. We waited for like 35 minutes without getting our the baggage. One of your staff members advised the guys who releases baggage , that's the only time we got it. Found one of my leather luggage bags with a lot of scratches and tear ,as this resulted from negligence because they were rushing the process . I even attached pictures as advised by Nissy. My case number is 20655.

I received an email response from Shabnam Dhansay | Team Leader: Guest Care Department reading :'Thank you for submitting your email. Please accept our sincere apologies for the inconveniences caused.Kindly note, the very nature of handling baggage, in an airport environment, from check in, to an aircraft and into the arrivals baggage hall, involves mechanical equipment. Due to the manner of handling, it does mean that a certain amount of wear and tear or even damage may occur; which is caused by equipment belts, baggage tunnels and roller beds etc.Regrettably all damages relating to the wheels, handles, zips, locks, the support and frame structures, scuff mark, scratches and minor tears is all not repaired by Mango. This clause is also stipulated in our booking terms and conditions of carriage under the heading Policies and Disclaimer.The OR Tambo baggage office has confirmed that the damages sustained are unfortunately not covered by the airline. Once again, please accept our apologies for the inconveniences caused. Guests’ may seek assistance from their travel /personal travel insurer.'

When you go into the mango Website , it is written in bold that ' Mango takes great care to ensure that our Guests’ baggage arrives at its destination in the same condition it was given to us. Because certain valuables cannot fit in the overhead baggage compartments of the aircraft’s cabin, they need to be checked in as checked baggage—subject to Mango’s terms and conditions' of which is why i don't understand why i their team's negligence has to be unfortunate and that they cannot do nothing about this. i bought these 3 sets of these bags last month and this was my first time using them. Mango is honestly unprofessional in handling their clients complaints. I am really disappointed by all of this.