Apm: if you are not picked up, forget about a refund

Apm didn't pick up passengers at their stop in Cradock. When asked for a refund or to let the passengers embark on the next bus they claimed the bus had stopped at both collection points and refused to honor either request. Apparently perfect strangers conspired to be left behind for some reason I can't fathom. Nevermind that this bus company had done this before. They recently changed their pick-up point and now some drivers stop at the old one and others at the new one. Management claims they stop at both, seeing as this change might cause some confusion, and yet people are complaining they don't get picked up and are promptly dismissed.