Damaged Suitcase

My Name is Moses Phatedi, I'm writing this review on behalf of my mother-in-law Pontso Francinah Moshoeshoe Cellphone no ***

Intercape ticket no ***B941.

On the 14th December 2021 she took bus from Durban to Johannesburg, on her arrival her suitcase was damage due to packing negligence. I like to know from them that are they going to replace that suitcase or what because clearly it's not my mother's fault that suitcase is damaged