Disappointing service

Very disappointed with level of service received at Bus 161 from Johannesburg to Durban on the 03 October. On arriving at Durban Beach the drivers refused to give us our bags as we didn't have the other set stickers of the bag. One of our bags was even missing. We had the tickets and the stickers on the bag were clearly marked with ours names and yet they refused to give us our bags. After we called the call Centre were only given our bag at the depot. But still we had a missing bag. We have been told that we have to go back to the station in order lost property query. As we not from Johannesburg we have no clue which direction to take. This is a horrible start to holiday we were looking forward to. Service rendered is very poor. Hoping we shall get the missing bag, the way the staff talks to its customers is very unprofessional and very rude. I will never use this bus again after this horrid experience.