Greyhound – Lost Baggage Due to Driver Error and Poor Accountability

I am lodging this complaint regarding a bag that was lost while Siphesihle Mlalandle was travelling with Greyhound from Mthatha to Midrand.

During the journey, a bus swap took place, and it was later discovered that Siphesihle’s bag had been incorrectly handed to another passenger who disembarked in Kokstad. This was confirmed by the receptionist at Park Station, meaning the error was acknowledged internally.

This incident occurred solely due to driver negligence, as the bag tag was not checked properly before releasing the luggage. The passenger followed all procedures correctly and had no control over how baggage was handled during the bus swap.

Despite Greyhound acknowledging the mistake, their response was extremely disappointing. They re**** on their terms and conditions to deny responsibility, claiming: • Greyhound does not accept liability for lost baggage • Compensation is limited to R5 per kg (maximum 25 kg) • The passenger is responsible for ensuring bags are correctly tagged

This is contradictory, as the issue was not incorrect tagging, but failure by Greyhound staff to verify bag tags before handing luggage to another passenger.

It is unacceptable for a company to acknowledge fault but still avoid accountability. Losing a passenger’s belongings due to staff error and then hiding behind policy shows poor customer care and lack of responsibility.

I am still awaiting a meaningful resolution and accountability from Greyhound. I would strongly caution other travellers to think twice before trusting Greyhound with their luggage, especially when bus swaps are involved.