Lost Baggage- Intercape not taking responsibility-Horrible service

Sent below email to Intercape regarding my moms missing bag only to be told they do not compensate and according to there system my mom got both bags!!!!!

I am sending this email on behalf of my mother who is 77 years old and went on a trip with her club of elders only for her bag to be missing when she returned.

She returned with intercape from Durban to CPT and when returning in CPT her bag was not in the bus.

She got first in the bus in Durban and saw her bags being packed however she got out last in CPT and her bag was not found.

She had 2 bags logged under one baggage number as per attachment 1 which states that she only got her sling bag which weighed 14kg however the second bag which weighed over 20kg and which she had to pay extra for was not to be found. She notified the 2 drivers of the missing bag which they said they will check on the system and see where the bag got missing and someone will be in contact.

I took it upon myself to log the query with the intercape to investigate.

Noma who assisted on this query clearly didn't know what she was doing and was unprofessional.

She called me the first time as she required the ticket number which was in my subject line of the email I sent.

She called as she required a second sticker which I explained was logged under 1 baggage number which she could not accept even though I sent the proof.

She called to tell us on the log sheet it shows both bags were taken by mom. so we have time to run around for a bag we got!

Called again as my mom had to explain how the drivers look?! that information should be on the system or do Intercape not know who drives the route.

Called again as the drivers said no passenger reported a missing bag!!!!

My mom is 77 years old and this is heartbreaking for her as she trusted your service and she always uses Intercape when travelling to Durban and just like that the bag is missing which clearly tells me the driver gave the bag to someone and that Intercape does not care about their passengers as it's a closed case now.

She had all her personal belongings and gifts and quite a few things she bought including money and just to be told the case is closed!!!!!

How can your t&c's state that Intercape is not liable should luggage go missing. That is nonsense! She traveled with you and entrusted your service with her belongings and just like that it's a closed case.

Sent above email only to be told the below: When any passenger travels on our coach they must check in their luggage and will receive a small stub with the luggage number. The small stub will be handed in at the end destination when they must collect their luggage.

On the date of travel and according to our system there were 6 pieces of luggage checked in upon departure. The Extra Baggage receipt confirms that 2x luggage was checked in for Fatima Augustus and the Luggage numbers was H***9 & H***0. The drivers will request luggage numbers and will hand over the luggage and collect the stickers.

According to our system all luggage was handed out and we have received all luggage stickers as proof that luggage has been collected. We can also confirm that no luggage was left behind or not identified.

The drivers over the route were also question in respect of the luggage and they are not aware of any lost luggage queries received from any passengers.

As per our Terms and Conditions that is available on our website, it states the following: Although INTERCAPE does everything possible to prevent any loss, injury or death to its passengers, INTERCAPE is not liable, to the fullest extent permissible at law, for any loss, damage, death or injury whatsoever and howsoever arising, including but not limited to, claims arising from the transportation or non-transportation of persons or goods or loss or damage to passengers’ luggage, goods, hand luggage, personal effects, personal safety, bodily injury, death or loss of income or profi­ts, and the passenger in accepting the ticket indemnifi­es INTERCAPE to the fullest extent permissible at law against any claims whatsoever and howsoever arising whether direct, indirect or consequential damages, and whether existing, immediate or future loss, damages, death or injury, including any liability that may arise at common law, statutory law, on an equitable basis, natural law, international law, customary law, indigenous law or in terms of any other law or international instrument applicable in any country serviced by INTERCAPE.

INTERCAPE does not provide any insurance cover for its passengers, their property or luggage. All passengers should ensure that they are adequately insured. Considering the above, no compensation will be granted.