Poor Service

Iam so disgusted with tge service at intercity my sons luggage was ****** today from a bus which was from durban station to park station and when he reported this to the driver the driver said he was rushing to Pretoria he should go to the tickets terminals and when he got there they told him they dobt deal with such he must call customer service we called and there was no answer. Nobody seemed to care about what had happened or was willing to assist him. my question is why do they give out stickers to identify the owner of a luggage and they are not going to the luggages if they are been taken out of the bus.