The behavior of the staff is so disappointing

On the 24 departed from Johannesburg South Africa, on checking in they wanted to close before 10 pm. Some people were left behind cause they said they were closed our group had to beg them to let us thru, why do they treat customers in that manner all in the name that rwandair pays them a lot of monies so we don’t care about customer. Without the support of those customers that they treat like **** will they be able to continue operating? As if that wasn’t enough one of my luggage was wrongly tagged with a name of the other passenger who was going to Congo. We both tried to rectify the issue before we left we were told it would be sorted in Lusaka. On board the crew where told of this and they told me the same. On arrival l told them that l need my other bag that’s when l was told that they can’t do anything because when packing the cargo they pack according to the people’s destinations so my bag will be taken to Congo. I had to log a complaint on arrival. This really inconvenienced me as l had to book a lodge in lusaka until my bag arrived, luckily the passenger and l we had exchanged phone numbers, we kept in contact on ways of trying to get the luggage back to me. He took the luggage back to the airport to lost & found. That’s when l called a friend who is also there to assist in finding ways to get my bag to me. Twice he traveled to their offices always closed which was a nuisance. I had to call the manager in Lusaka to find out what’s really happening with my bag, she was very rude and no customer service at all. On Wednesday that’s when l was told that l need to pay for the bag to be sent back here, the monies to be paid kept escalating from R1 600 in lusaka had to pay k1800 then in Congo $138, which up to now l don’t know where this extra cost was as it doesn’t reflect on the invoice. The sad part is it was one of their stuff mistake but l am the one to pay the price for it, we had to pay the $138 they needed l eventually received my luggage.