Traumatising!!

Can someone please tell me how is it that this bus is still operating?? I bought a ticket, time slot 18:30 and it’s now 19:30 and I’m still here the bus has not yet arrived!! Bare in mind that people who booked for 19:00 are now gone!! How?! This is the second time this is happening and the first time I had lost my bag then when I reported they gave me a runaround and I never got it!! I had faith and booked again, and now! And the staff are **********!! We ask questions and they’re the first to scream at us.. soo pathetic I will NEVER again!!