Poor service and missing goods

My son was travelling with his aunt but the aunt from Capetown to JHB on 19/07/2025 but left at 11:45 on the ticket it was to arrive at 08:05 in Midrand big bird engen but apparently it arrived at 06:30.. the aunt jumped off at park station which is not the problem but the bus didn’t stop at big bird it stopped over the bridge and Pretoria which is where I found my son. His bag is missing someone took his bag and left hers, when I told the consultant that in that bag is my sons new clothes and iPhone and other valuable things he told if it’s lost there’s nothing he can but he asked customer care to send sms to everyone that was in the bus if no one comes forward there’s nothing he can do. The bag they has sticker which has a number linked to each persons ticket he could’ve tracked the person with that but didn’t. He showed zero concern and I’m stressed af.