On a flight to from Sydney/Brisbane/Rockhampton QLD Thursday 18th April 2019, one of our suitcases was damaged and a swivel wheel came off, I purchased a new Samsonite suitcase for the return journey on Monday 22 April, upon landing we noticed that the security lock mechanism was damaged now rendering the bag useless. I phoned your appropriate complaint number yesterday and gave all my details including email to commence the paperwork. No emails received as I believe the person on the other end could not understand English and the Supervisor was even less coherent. Last night got on line and submitted a complaint and still no reply. I am now going to offficialy complain to consumer affairs if I have no response in the next 48 hours. surely a confirmation email of phone call could be a polite way to keep me as a Velocity customer otherwise I will be switching to your opposition. I submitted the receipt for the purchase of the new Samsonite case, flight numbers etc. Regards Gabriel Bresolin