Eldo coaches

My aunt's, who are pensioners had a terrible experience with Eldo coaches yesterday'.TheirJourney from Pmb to JHB took almost 14 hours .They arrived at the pick up point at 9h00,Bus was supposed to arrive at 9h35 as per ticket.The bus arrived late at the pick up point at around 11h00 .This is a normal occurrence, however we previously overlooked it.Once they arrived at Park station ,the bus was delayed for about an hour and then re-routed to Pretoria and then , eventually to Lenasia. Please,my concern is for the Elderly passengers wellbeing .as well as their transport situation from the station at night to their respective homes. We have used Eldo Coaches constantly in the past,as we travel to Lenasia regularly,but have noticed that their service has deteriorated considerably in the last few years..