Bad service

On Friday the 15th of December 2023, I booked one of big sky Coaches, from Knysna to George from 12:10 Arrival 13:25, but the bus didn't arrive at the scheduled time instead arrived later about an hour of the scheduled time.

Now when I report the matter to one of the their offices, they tell me that they did the investigation and is not their fault as they saying the bus arrived at 13:17 but I didn't book the bus ticket for that time:

This the email from them :

Good Day,

With reference to your complaint logged. We have had the opportunity to investigate the matter and would like to provide you with the feedback below. All our coaches are fitted with satellite tracking systems.

According to our tracking, the coach arrived at the stop 13:17 PM and departed 13:28 PM. Coach was stationery for 11 minutes.

With reference to our Terms and Conditions:

TIMETABLES AND SCHEDULES

• Passengers must be at the departure point 30 minutes prior to the scheduled departure time.

• No change shall be affected within 15 minutes of the scheduled departure time, or after departure time, and such tickets, if unused, are subject to cancellation with a 100% cancellation fee.

Considering the above we won’t be able to compensate you as the ticket has been forfeited.