Worst Flight Experience Ever!!!

Myself, my mother and grandma went on a family trip to visit my sister who lives in China. From the time we checked-in we had problems....staff walking around more worried about lunch than assisting the customer...instead we were sent from point A to point B just to check-in. After checking in, we were told the flight is 4 hours behind schedule. This resulting in us missing our connecting flight in Hong Kong as well as the train from Shanghai airport to my sister's apartment. We then had to pay for a didi (private taxi) to take us home, which costed us RMB 926 (almost R2000 for a taxi). Not to mention the hostess (Judith) who was so unfriendly. The staff even had their children on the plane, who kept jumping across my grandma who was occupying a seat in the aisle. Then when we arrived at our destination, my grandmother's luggage bag was broken. I have been phoning SAA for a refund in terms of the taxi fare, as well as for my grandmother's brand new luggage bag...instead you get given more and more email addresses to refer your complaint to and 'oh i'm so sorry for your bad experience with SAA'....this apology does not resolve the matter. To this day, I have been phoning endlessly and I have sent eight emails....still no response. This is a full view of what client service means to SAA. This was the last time I will make use of SAA, whether it is a local or an international flight!!