Driver droff off with my niece's suitcase

My niece took a bus from Durban via Welkom on Sunday morning. The bus was suppose to have left at 11:30am but it was delayed then left at something past one. When she got to Welkom the bus driver told her that her suitcase was in the wrong compartment and he will not look for it, she must go to Bloemfontein to pick it up or another bus will drop it off for her. Until now she has not heard or received any calls from the bus service. I have sent an email to Greyhound and nothing.