Where are my bags?

I need your help here.

My bags got lost on a bus in September and the conductor told me not to report to their office because he was not told to help anyone to offload. So he promised to help me locate my bag till today. Then on the 3rd week, I searched for their office number and got hold of someone who promised he would assist. I waited for whatever help he was to offer but nothing happened. I then decided to call them again and they told me to quantify my clothes of which I did and promised they would pay me. It was after 4 days of me calling them again to ask how far and he told me they couldn’t help because they don’t have insurance over whatever gets in their bus.

The question that arises was why did they ask me to quantify and promised to pay then changed and never told me till I called. I asked them why they couldn’t pay me and deduct from their conductor since he admitted it was his fault. Again, I was promised to be paid but was never paid. I called this morning and asked to talk to their supervisor and the man in the office said he would connect us after 1 but he didn’t. I called and he was about to knock off and said he would give the supervisor my number but never did.

How do I go about this? I need your assistance here.

Clearly this company has a problem with communication. And with decision-making. And with taking responsibility for their mistakes. And with customer service. In fact, I wonder whether they should be in business at all.

Here’s a serious question. Why don’t they have insurance? Do they have any insurance at all? If not, are they insane? What happens if there’s a serious accident? What happens if there’s a tragedy and a passenger is injured or even killed? Do they have no insurance against that either? Frankly, a transport company that doesn’t have insurance shouldn’t be operating.

And another thing, they should stop changing their mind. They said they’d compensate you and they should do that. They’ve recognised that it was their conductor’s fault and they should take responsibility for that. Personally, I don’t think the conductor should pay, he’s hopefully learned from his mistake and he was acting on behalf of his employer when the mistake happened. Obviously if he does it too often, he needs to be dealt with but for now the company needs to step up.

I’ve also had trouble getting decent feedback from them but maybe seeing the story here will help them do the right thing?