Citiliner staff stills from passengers

my departure from East London was amazing great service from the consultants and drivers ,I arrived in Cape Town park station,I forgot my gown on the bus on counter the consultant quickly called the driver and the driver found it and he promised to bring it to the park station which he did ,when I was departing from CPT I went to get my gown they said the is no gown .I departed from CPT to EL and went to East London office called the driver, he promised to bring it to East London on his way back from CPT he told me it seems like they took it because they say they can't find it.In my mind Tourism and hospitality is not about that if a client forgets something and is not lost and the workers take it who will want to use such service I used citilner for many years with my family I have never experienced this I guess that is what you get when you employ uneducated people and clearly the Company has no business rules.