Lost luggage

My luggage got lost , the bus driver refused to take accountability although he’s responsible for people getting what’s theirs as we all received tickets with our names on, that matched the name on your luggage. He became quite rude about it. The front desk claims they can’t do anything about my lost luggage ,apart from lodging a complaint. As a first time user of the bus service, I have to say this experience has left me disappointed and frustrated