Lost luggage

Booked a bus ticket for the 24th of December 2019 from Park station to Queenstown, the bus was suppose to depart at 18:30 but only did so at 08:05 with no explanation whatsoever from anyone. It was so packed and as a person you have to find your own spot to put your suitcase, I managed to put my suitcase in with assistance from their stuff but when we arrived at Queenstown station my suitcase was nowhere to be found. I searched other buses as well with no luck and I was told to fill in a missing items form and they did not get back to me. On the 5th of January I went to Queenstown station( Eagle liner) and I was told that they did not find it, probably someone took it and there is nothing that they can do about it. I strongly believe that the moment we put our luggage in the bus it is the "companies" responsibility to look after it. I'm honestly disappointed with Eagle liner.