BAD SERVICE LEADING TO SEVERELY TRAUMATISED PET!!

I am very disappointed with their service. Pet Lounge previously informed me that they load pets last thing (and after the luggage (in the same hull as the pets) ares loaded and on arrival they are offloaded before the luggage. According to the website they are also transported in an air conditioned vehicle. This happened when my my pet flew with them in 2018. However a few weeks ago I saw that my pet was not offloaded before the luggage at Lanceria and not transported in a special vehicle but in a normal cargo truck. My pet was severely traumatised and hid under furniture for almost a day when we arrived. I immediately contacted them to ensure the same does not happen on our return flight. They undertook to rectify it. When we returned we were flying just after a flight landed and my pet was loaded even before the previous flight's luggage was offloaded. Thereafter our flights luggage was loaded. He was not secured and fastened in the hull by Petlounge employees. He was again only offloaded in Cape Town after all the other luggage was offloaded in a normal cargo vehicle. His carrier was also not fastened in the truck. His whole carrier was wet (from water spilled inside his carrier) and he was traumatised even more than before. He hid under the bed for a day and only returned to his normal self after a week. He is still scared of noises he was previously not scared off. I have to fly with him again in a few weeks. I have complained, tried to contact them via email and phone and even tried to do it via Kulula. I still haven't been contacted by them. It has now been two weeks! The staff at Cape Town is very friendly though but pointed their fingers at the "flight controller" and said there aircon vehicle had broken down. They informed me that luggage was priority and that because luggage went missing before they are no longer allowed to offload the pets first. I don't believe that! If that was so, why could they load my pet at Lanceria while the previous flight's luggage was still in the hull? I am at my wits end!!! I just want them to keep to their promises and to provide the excellent service that they did in 2018. I would therefore not recommend pet owners to use them at all!