Lost Bag Due To My Bus Negligence

I feel that my brothers bag should have not gone missing if the lady at their office had given us a bag tag when we asked. my brother had been up and down trying to get assistance with his bag that went missing after we had put it in the bus at Durban Station. The customer service and assistance we have received is shocking and to think he lost a full luggage bag and nothing has been done??? This company does not care at all and this was due to their negligence.