Lost luggage

My sister traveled on Eldo coaches on 2 February from Joburg to Cape Town and unfortunately her 2 traveling bags were left behind in one of their coaches at the Park station as they were being transferred. it was her first time traveling and no instructions were given concerning luggages. when they arrived in Cape Town, 3 of them realized that they didn't have their luggage. Only one lady at their help desk at bus station was helpful who informed us that the bags are at joburg office but for some reason no one wants to put them on the next bus to Cape Town till today. Now we're even told that the bags are no longer at the office which is strange as that's supposed to be a safe place. The Eldo coaches are so unhelpful and can't even be bothered to acknowledge emails let alone respond. the call center is also not helpful. when we send someone to the Park station office they're told they don't keep bags there and yet we know that's where the bags are. if anyone is in a position to assist please help and a reward will be given. there were 2 traveling bags, one blue and one green. the green bag had all her clothes mainly dresses. the blue one had 3 pairs of shoes (size 40 blue ankle boots, gold heels, black flats) and 2 pairs slip-ons. her school certificates were in a laminated folder and some books. there was also a pink toiletry bag and a pink handbag. her ticket number was AC0BVV01 and her number is ***. Please help us convince to Eldo coaches to release the bags to the owner.