Looses Luggage without repercussion

My mother used the bus service to come to Cape Town from Kimberly. When she boarded the bus they did not place any stickers or tags on her luggage. When she asked the driver about this, he said their policy is to not use tags when there are very few passengers on the bus, because they do the loading and off loading themselves. They then proceeded to load my mother's luggage on the bus. When she arrived at the bus station where she needed to get off, the drivers realised that they had given her bus to another person. We proceeded to argue with the drivers but they said it was out of their control they would contact the other passengers and keep my mother posted. No one has made contact with us yet about the lost luggage and the investigation. They were so rude and had no etiquette when dealing with the situation. This company is all about exploiting the poor at any cost!