Aldo coaches ,the worst service and unreliable busses

My daughter traveled from PMG on the 20th November 2018 at 9 pm to Midrand at 4 am on the 21st November 2018.Her two luggage was put in their bus luggage storage and she was given tags matching the luggage that she should produce to get her bag when she reaches her destination.When she reach her destination (Midrand)she was informed that her red big suitcase is missing.She asked how that happened since the bag or luggage is given only to passengers with the tags matching their tags on the luggage.She was told they don’t know what happened but they will find out and get back to her. Hours passed and nothing happened,I then called their customer care and follow up and I was told that In such cases their terms and conditions says they are not liable to loss of luggage.I then told their consultant that the bag was missing under their care not with my daughter in the bus,she still had her tag and if the bag is missing it is them who gave it to a wrong passenger.She said she will call back which she did but was just more to explain that they are not liable.I still followed up by calling number of times daily and emailed the their supervisor who was also told me about their terms and conditions.

They also informed me that there is a suitcase similar to my daughter’s suitcase but the owner had not come back to claim it.I suggested that they check the list of their passengers who traveled that day or open the bag to get clues of the owner but they just told me they will wait for the owner to come forward themselves .

In the mean time my daughter’s belongings are in the missing bag cause she is from boarding school (her bedding,school uniforms shoes,,clothes,underwear toiletries) are in that bag and all they doing is wait to see if the person they might have wrongly given my daughter’s suitcase to come forward to claim their suitcase,

My question is why give the luggage tags to passagers if when you mess up you are not helpful or liable.The kind of response I have received with every call I made and emails I sent it’s like they don’t care I must just deal with the mess they made.

They have messed us so much and they are not willing to do anything about it.