Lost bag

My friend and I boarded a 2200Hrs Greyhound Coach on the 2nd September 2019 from Durban to Pretoria. Checked our bags into the cargo trailer all with stickers on them. We arrived at Johannesburg Parkstation at 5am and were told to disembark to take another coach to Pretoria. My friend disembarked first only to find that the bags were already on the floor and one was missing. We reported the matter to the driver and were older to report at counter 7. There we filled in a Report of Lost Lagguage form then we submitted the report with Ernest the team leader at Bosman station in Pretoria. My reason for disappointment is that the Greyhound stuff opened the trailer and offloaded our bags in our absence. They let people pick the bag without checking weather or not the person taking the bag is the rightful owner or passenger. This was gross negligence on Greyhound's party. We lost very valuable items in that bag but Greyhound says all they can pay is R1000 ex gratia. This is very unfair and very bad service. No security...nothing at all yet we pay ridiculous bus fare. I want Greyhound to provide a footage that shows that their stuff did not act with gross negligence. I say they were careless left the cargo trailer open, they let anybody pick the bags without confirming the ticket number and the bag label. Then claim nonliability of lost goods. Those terms and conditions must be reviewed in relation to the fair consumer rights.