Is there anything we can do, in a legal recourse way, to get luggage back from a major NorthAmerican bus line?

SORRY this turned out so long – I tried to only include relevant details -

First of all my fiance and I are both experienced travelers with this bus service. We know the process. About five months ago my fiance, who’s blind by the way, cane & braille-the works, was traveling with this company and they did put the little identifying ticket stub thingy on his one suitcase and put it under the bus with the assurance that they would get it back to him safe. When my fiance got off the bus and waited beside the bus where the other passengers were getting their luggage, his suitcase was never brought to him. He called out until he found a worker and they referred him to the information desk.

Anyway they finally said that the suitcase wasn’t removed from the bus and it would be taken to some warehouse where apparently they store lost luggage. After he got home we immediately called the company who said they would send out some kind of claim file application or something and work from there. They said we should get that within 30 days. We still have not received it.

So we’ve called and called until we’re sick of it. Finally in August they said we’ve located it and we’ll send it to our local bus station. It will remain there for 10 days and then go back to the warehouse if not picked up. Both of us being visually impaired arranged public transportation (not free in our area) to go there on the 5th day of the 10-day period and yep you guessed it – no suitcase, no explanation.

So we’ve been calling them about once or twice a week and they’ve assigned us a lost suitcase tracking number and an inventory #, given us three phone numbers for the bus warehouse which all of them had the “this number no longer in service” message.

Every communication we’ve had with them has been initiated from us until yesterday. Oh and on the phone we always get these ppl with very thick accents; evidently we’re calling somebody on the other side of the planet to try to find our suitcase! Anyway yesterday we get a form letter from the company saying they appreciated us being customers, were sorry for any “inconvenience” we’ve suffered and hope we’ll continue busing with them. NO mention of the problem we’re STILL having or solutions.

I think they need to pay to have our suitcase delivered to our door. I think they should offer us free travel to anywhere we want that they go to for at least the amount of time we’ve had to wait! How do we do this? Like I said we keep calling. Nothing keeps happening.