Luggage ****** on eagle liner

Today my mom took the eagle liner bus from pietermaritzburg to Durban. She loaded her luggage herself, no assistance, no labels on the bags. The bus made 2 stops along the way and passengers jumped off. When she arrived at the Durban station her luggage was missing. The bus driver/company has been very unhelpful with contacting the passengers that jumped off to locate the missing luggage. She has chronic medication in there which she needs.