Baggage Claim Processes

<p>A month ago I flew from Johannesburg, via Heathrow to New York. Whilst arriving at New York on the Saturday in the snow I was notified my bags never left Johannesburg. I was starting a new job with no bags on the Monday and had to incur many expenses to ensure I was appropriately presentable at a top end financial services firm. I tried to contact the airline many times that week to find out the location of my bags (standing on the line for 30 minutes at a time without being directed to someone). By the following Friday my bags arrived in a state which was despicable - broken completely with my clothes hanging out and damaged (even though i had used TSA Approved locks). I notified Virgin of my claims to which i was given a "general mailbox" to send my claims through to. I obtained a response that it would take at the most 28 days before someone rep****. Finally receiving a response on Wednesday (roughly 2 weeks since my claim)- the airline advised they couldnt see all my receipts (which were clearly presented on the document i attached and in addition i explained fully what i was claiming for and how much). I was then advised to respond to a general mailbox - a possible 28 days again. I then phoned customer service who advised i had to "wait in line again". Should we go back and forth on my claim 5 times does this mean i will not be re-imbursed for a few months? I asked to speak to someone directly and sort out my expenses after which i was denied. The personal customer service is extremely disappointing. I was already placed in such a unsatisfactory position by Virgin and now I cant even speak to someone directly to sort it out? This is the kind of service which makes you not want to use an airline again.</p>