Bad attitude, bad service experienced after loss of belongings on this bus service

My mother (a pensioner) took Intercity Xpress overnight bus from Queenstown to the Midrand Station. The bus had to make a stop at Johannesburg Park Station before proceeding to the Midrand stop. At Park Station, passengers were hurriedly moved from the Intercity Xpress bus onto the APM bus (without prior notification). My mother realized when she got home that she left a bag and her cellphone behind but she was not sure in which bus she might have forgotten these items. She made contact with the Intercity bus and spoke to numerous persons who advised that they will call her back, none of these people ever returned her calls. She later spoke to a lady named Mpumelelo who also advised she will call her back and never did.

When she called again for the 'hundredth' time, a lady told her that "yes, she might have spoken to numerous people but she is only speaking to her now", implying that it is not her problem. This lady also told my mother that they (Intercity bus) do not have contacts for their bus drivers and that my mother must go to their Pretoria offices to complete a form. We live in JHB North and it does not sound right to have a pensioner spend money to go to an office in Pretoria to complete a form when no one even made an effort to check the bus and see if these belongings are there. Staff at InterCity showed no sign of concern for a customer who lost property in their bus and all they can do is tell a Pensioner to go to their offices to complete a mere form.

I have a few questions for the bus service: - Why move passengers from one bus to another in Park Station without even informing them - Who takes responsibility for lost property during this "exchange"? - Why are your staff not trained, if trained not willing to offer a simple service like this? - Why don't you keep records of your drivers - do you pick them from the street?

I request that someone take ownership of this issue and put in the efforts to locate these lost property in your buses as a matter of urgency.

I am able to give you the bus details.

Your staff need to change the attitude in which they handle customer requests and not leave people hanging!!!!