Lost Luggage

I booked citiliner from Park Station to Mthatha on 10 April 2023 for 16:30pm. Bus delayed for about 2 hours and we left around 7pm and our luggages didn't get that stick with numbers. So on the way the bus door opened and I didn't notice that my suitcase was not there. When I arrive at the destination my luggage is not there. Now they are making an excuse as to not compensate me for their mistake saying that my bag didn't have a luggage number. I lost my clothes, shoes, toiletries and handbags.