Urgent Follow-Up and Formal Complaint: Outstanding Luggage Damage Claim – Accident of 5 July 2025

I am writing to formally follow up and lodge a complaint regarding my outstanding luggage damage claim arising from an accident that occurred on 5 July 2025 while travelling with Citybug from OR Tambo International Airport to Nelspruit.

During the accident, I sustained multiple fractures to my spine and ribs, and my suitcase was severely damaged. Following the incident, I initiated a claim for the damaged luggage as advised.

The process unfolded as follows:

I initially reported the damaged luggage to Citybug, after which the Citybug manager referred me to twkAgri Brokers to facilitate the claim.

I have been actively following up since August 2025.

Ms Redelinghuys (twkAgri Brokers) later informed me that the claim had been forwarded to QMB Associates, where it was assigned to Ms Nazeera.

I provided all required documentation and information by 10 November 2025.

On 13 November 2025, Ms Nazeera confirmed in writing that all documentation was in order and that the claim was undergoing validation.

Since then, I have experienced no further communication or progress. Ms Nazeera has been unresponsive to my calls, and when I escalated the matter back to Citybug management and Ms Redelinghuys, I was informed that nothing further could be done as the claim is with a third party.

This situation is deeply concerning. I have comp**** fully with all requirements, exercised patience over several months, and followed the prescribed process diligently. The lack of accountability, communication, and resolution is unacceptable—particularly considering the trauma and injuries I suffered as a result of the accident.