*******ion in Apm bus

On 2021-04-08 booked a ticket from Umtata to Cape town. He was standing in a wrong place in Umtata so he missed the bus. They where told that the bus arrives in queenstown at 18h00. They proceeded to queenstown on arrival the bus was still on its, bus arrived they were told that the bus is full they were replaced by other passengers. My question is that the company is paid twice for one seat and still there is not refund the person who booked the bus first. He was just left stranded with not direction