No option for luggadge , get a surprise to pay bag

I paid R5000 for a return to East London. When i got to the airport i had to fork out another R1000. As the airline told me that luggage is not included. It was really a disappointing moment with using travel start and i have 8 more flights booked with them for 2016. I will never use them again for any flights in the future if this is the poor type of service and i feel like ive been cheated out of more money. When i called the call centre, there is a msg ,,we are open mon to friday, 8 to 5\. Its Thursday 14:28 ....??.?.?.?.?.? Again