NEGLIGENCE AND BAD CUSTOMER SERVICE - LOST ITEMS( SUITACASE) IN TRANSIT

On friday the 6th September 2019 my family and I took the eldo caoches bus from lenesia signet 7:25am, a family of 6pax. As always the bus arrived late! The drive pasted luggage stickers on 3x of the bags we had with us and placed them in the Durban luggage cabin. The bus only stopped in PMB to drop a few passengers , the next stop station was Durban Station thats when I realised that my luggage was no longer with the other bags infact it had gone missing .The porter assisted in taking stickers back and handing luggage to the rightful owners when it got to my sticker my PINK SUITCASE was nowhere to be found we gave the drive 3x luggages and he retuned 2x luggages mind you I was on vacation all my clothes and my sons clothes in that suitcase. I spoke to the porter to check carefully in the cabin and he found nothing , I proceeded to ask the driver( Masuku) as he and the other driver he was with took my bag and placed it in the cabin but he RUDELY told me " ANGINGENI NDAWO REGARDING YOUR BAGS GO TO RECEPTION " meanung I have nothing to do with your bags go to reception ... How rude of him!!!!! My family has been using eldo coach services for the past 4 years on every durban trip and the service has droppedlower for every trip. Every trip is miserable and its just unaccapetable , the last trip we took last year the aircon splashed water on us and now my bag has gone missing!

As fuming and furious from the drivers response I quickly walked with my mother to reception and Khombi assisted in calling all the pasengers that jumped off in PMB to check if any luggage was found etc or mistakenly taken and they all said NO. We stood there for about 2 hours with no results and the driver took 1 hour to get to depo after he had left the station so that they check again if anything was remaining in the bus. Masuku( driver) himself mentioned that at PMB the pasengesr that got off took thier own bags from the cabin without him monitoring and checking stickers, he keeps saying that my bag was taken in PMB ....

1) How does a deriver responsible for my luggage while in cabin not take luggage stickers or monitor passengers for luggages? I was told there was also a porter that assisted but masuku says he just opened the cabin and people took suitcases out ........ What is the purpose of the yellow sticker with luggage numbers?

2)When I spoke to one of the ladies that jumped off in PMB after KHOMBI had given me her number , she indicated that there were some bags on the side which were taken out from the Durban Cabin...... If the cabin is for durban passengers why was it opened and left unattended at PMB???

(ALL OF THIS SHOWS HOW NEGLIGENT ELDO CAOCHES DRIVER IS worse HE KEPT running AWAY WHEN ASKED QUESTIONS REGARDING MY LUGGAGE- HIS RESPONSES CHANGED EVERYTIME KHOMBI OR ANY OF THE LADIES CALLED HIM TO ASK WHAT HAD HAPPENED)

Khombi arranged that the 5X ladies that jumped off the bus give me thier number so that they send pictures of the bags they took as they also had pink suitcases however, the pink shades colour and clothing items in the suitcase were not mine- SEEN FROM THE PICTURES THEY SENT..

I was later told theres nothing that can be done I should proceed with my trip ....mind you my son and I had no other clothes except from the ones we were wearing on the day as all our clothing items are in the lost suitcase . The emotional breakdow my son had in those offices while waiting no mother would ever want such an experience to thier very own! He could not hold it but was in tears through out as our best and valubale clothing items were in that suitcase.... "Its a vacation " so we packed our very best!

The following day I was expecting a call from eldo ocaches offices from Dwayne..... You will not believe that I had to follow up and call the next afternoon as Dwayne had not called. I did recieve a missed call from Khombi reception lady .I was on a family vacation now I needed to follow up with luggage misplaced or missing becaused of thier drivers NEGLIGENCE"I repeat thier rude drivers negligence! On saturday night I called your call-centre only to be told by Lloyd that someone will get back and give feedback and still no one called me, Sunday same situation ...no one bothered to call.

To think that I now had to spend the last of my cash and buy clothes for my son on stuarday morning while its business as usual and you are all not bothered gets me more upset! I spent on the clothes lost now I had to spent again on clothing for the weekend

Unfortunately for me , my family had booked return bus tickets otherwise I hated every minute in that waiting area let alone the bus itself. When I got there Monday morning for my return to Lenesia, One of the reception ladies had to ask Dwayne to call me back - Eldo coaches showed no remorse towards my case and worse was that the driver which is thier brand played a big part in my suitcase being lost! Dwayne indicated that I should wait until Tuesday when everyone get the message from eldos regarding my suitcase.... How on earth will a person stay with unknown luggage for a whole weekend and only realise on Tuesday? "Logically thinking " Then he went ahead and read the lost items clauses.... Does this cover instances where thier very own driver is negligent with passenger luggage?

I am very dissapointed at the coaches services in particular how you handled my case.

Regards, Angella M ***