On December 12 at 9 PM
On December 12 at 9 PM, my friend Isabelle Van Malder ‘s daughter traveled from NYC to Toronto via FlixBus, bringing four pieces of luggage stored in the bus’s cargo bin. Upon arrival, one of their suitcases was missing. The suitcase, along with its contents—including all new clothing purchased before the trip—was valued at approximately $1,500. More importantly, it contained school books and handwritten class notes, which are irreplaceable and vital.
Despite multiple attempts to contact FlixBus customer service, which appears to be based in India, no resolution has been reached. Upon arriving in Toronto, they reported the incident to the local police, who unfortunately stated they had other priorities. They also approached the bus terminal staff to review video footage, but the suitcase was not visible in the recordings. Strangely, the bus stops where the driver made brief stops had no cameras. During one of these stops, two individuals—seemingly friends or colleagues of the driver—boarded the bus, though no passengers disembarked. (At least according to what the driver said, was that true? It's hard to recall when those stops were both happening between 5 and 6 AM ).
At this point, they are unsure how to proceed, and neither am I. If you have any advice on resolving this matter or know of a lawyer who could assist, please let us know. Thank you!