Worst experience ever! Bags left behind in Johannesburg! Johannesburg to Durban flight!

My in-laws flew from Johannesburg to Durban yesterday evening. Upon arrival, they were told that their bags were left in Johannesburg and that they must come back to collect the luggage. They told them they have no transport to come back and they must arrange delivery of the same. They then told my in-laws that the baggage will arrive in the morning and they will contact them once it arrived to make the necessary arrangements. It is now 14:30 pm, and we have not received any feedback. We called SAA and they told us we must call another number to follow up and that they can't do it themselves, they also told us we should drive to the airport to check what's going on. How ridiculous and terrible! Furthermore the Durban branch doesn't answer their phone!!! My in- laws are old, and their meds are in those bags that they need to take daily! This is such an unacceptable service!!!! Worst experience ever! We still don't know where the bags are!!!!