Unacceptable service, flight Je288

Addressed to: The Customer Service department<br> <br> How does damage to luggage becomes the customers fault<br> <br> Recently one of my family members flew with mango, from Durban to Johannesburg.<br> One of her bags was missing when collecting the rest, she then inquired, and was later told that the bag was damaged, <br> She was then, very disappointed has the bag that was damaged, contained clothing of which were new, and were to be used on, during her stay in Johannesburg, after contacting information Siya, she was also told to bring-in an affidavit, and that's when they will assist her, how does the company try to help you, after already you've been through so much, it shows signs of very bad customer service and also neglect towards how you handle your customers luggage.<br> <br> Now, who is going to pay for the damages, one very important question is, does mango, accept the responsibility of what has happened???<br> the bag was damaged along with the clothes inside, appeared to be burnt/torn <br> items with-in the bag, consist of