Bad service by Intercape Bus Employees

I board a bus to Maputo on 6 August , when I arrive my luggage was missing. Is it possible that the bus can drive off and leaving the luggage on the platform and without a courtesy of asking inside the bus. My luggage was weigh in and clearly marked. When I come back I found my luggage but with missing items inside. I still don't understand what kind of service are they rendering to their new clients.