It's with great disappointment that I have to write this email. On 24th December Intercape bus from Pretoria which departed at 06:00 to Harrismith arriving at 11:25, our luggage was lost or. To my amazement I couldn't believe that when we discovered this, one of the assistants Charles Dube had the audacity to say to us that he has "a schedule to keep and we are wasting his time", our missing luggage was not a factor to him. The attitude and/or service we received was way below par, instead of the staff assisting us to search for the bags we ended up doing it ourselves. We would highly appreciate that the Charles gets disciplined as he reflects the business' SLA and if he is anything to go by then we don't think we'll ever use Intercape nor will any of our family members and/or associates. It came across as though we were asking Intercape for a favour instead of us being treated like paying patrons. The staff lack training in such incidents, and their attitude just reflects the low levels of service at Intercape.
We completed an incident form, & hope that we will get speedy assistance to this incident. We are highly disappointed in how this is being handled.