Bullies

It looks like KLM is led by bullies or tired people. They must leave the management to the young generation. Most of the hostess being very mature ladies (old) are considering and managing the travellers as their children. They are very rude and harsh. They don't care. I'm left with bitter taste for the 2 trips (SA-USA 14thJan-3rd Feb; SA-Belgium 18th Feb- 2nd Mar 26) I've recently completed: - delayed luggage for 2 days - broken suitcase - I found out later that the ticket I bought, even thought it was expensive, didn't allow me to have even one checked luggage. I should buy it. - I bought 2 for the return Brussels -Johannesburg but I didn't complete the trip due to confusion of hours. KLM is refusing to refund me for the 2 extra luggage that I bought while didn't travel. They are not responding to complaints or claims. Left so powerless not knowing where to escalate our claims and complaints