theft of luggage

My gran is 65 years old. We purchased a ticket for her to come and visit us for december holidays. My gran arrived in Pinetown and in the trip the bus drivers switched the luggage and her bag was apparently transported to durban. The bus driver told her she must stay on the bus or travel to durban to collect it herself. Later the evening she got a phone call from sandy. Sandy arranged that the bag be dropped off in pinetown this morning only for my poor gran mother to wait more than an hour for nothing. The bus arrived in pinetown and did not have my grans bag. She is visiting us for 1 month. With no clothes she wont be having a good holiday.