Poor communication and poor service

Waiting for a bus that , according to ticket, departs at 04H30. At 07H00 still no bus. So I call the bus service and the lady says she will call me back. At 07H32 I call again as no one called me back. Then I'm told the bus is already in Kroonstad, thats coming from Welkom. I told the lady that its not possible as my friend has been at the bus stop since 04H00 this morning. She says she will call me back, she is going to call the driver. At about 08H00 my friend gets a call to say the bus had a break down. But it is on the way. Now why can't they not just sms clients that are waiting to tell them? Not even a call. This is seriously bad service. Oh I did call at 07H44 and 07H45 again but no one answered.