Lost luggage, weeks of follow-ups and no proper resolution

I travelled with Greyhound from Bellville to Pretoria on 3 August 2026. Before departure, I handed my blue 54L duffel bag to the driver and personally watched it being placed inside the bus's designated luggage compartment.

When I arrived in Pretoria, the bag was missing. It contained my clothes, work uniforms, apartment keys and other personal belongings. Losing my keys also left me unable to access my accommodation and caused significant disruption.

I reported the matter to Greyhound on 4 August and followed up repeatedly by email and telephone. I was eventually told that the matter had been escalated to senior management, but I spent days repeatedly calling for feedback and being told that the manager was unavailable, in meetings or would get back to me.

I eventually referred the matter to the Consumer Goods and Services Ombud (CGSO). Greyhound then sent me a claim form, which I completed and returned with supporting documents.

Greyhound has now offered me R1,250, saying this is the maximum liability under its terms and conditions.

What has been most disappointing is not only the loss of my luggage, but the amount of effort I have had to put into getting a response. The repeated calls, emails and waiting for promised callbacks have been emotionally exhausting.

I am currently seeking guidance from the CGSO on how to proceed with Greyhound's offer.

My experience has been extremely disappointing. I expected Greyhound to properly account for what happened to my luggage and provide a clear and timely resolution.