Poor service

My husband and family bought eagle liner ticket s to queens town and the depart time is 18:40 they arrived 1hour early only to find out that they will be there more than an hour the bus arrived at 21:52 and it was local busses not long distance s busses they dnt even have a toilet for 9 hour trip they bring them busses they they are not in good condition to transport long distance they playing with people s life s poor service that what they doing and the company is so unprofessionl because they got money for they trip they dont care about peoples life and whats worse they is no apology for the busses they provided is very bad and unprofessional for them to treat their customer s with no respect. they should compensate us my no ***