Horrible service ever

Hi my name is Jerome we booked a ticket a ShopRite they asked for 2 numbers as emergency we gave them my number and my wife's number because my sister in law is disable and is not good with phones the lady at ShopRite even turn the computer for to make sure it's the right emergency numbers the ticket showed 5th February the bus leaving East London 15:15 and time arrival 21:15 at 22:46 the people from Cradock phone us asking when is the bus arriving I told them let me Google customer care and find out a guy pick up @ this number *** and told me the bus is in Tarkastad going to cradock I then phoned my people back in Cradock and told them they in Tarkastad on the way to cradock, at pass 3 we received a call ey were is this bus we still waiting, haibo we were shock because it's been long now I try to call but no answer on this number ***, it say. I am 1st on the line but hold for more the 45min I Google again and find this number *** same story I even phoned Tarkastad police to find out is there no report about a Eldo bus they told me no, we didn't sleep because we stressing she is disabled and don't have a phone and they promised aslong we put emergency numbers they will contact us I only got hold of them pass 6 on the 6th February after hold forever and ever as I am writing this my heart is really broken spoke to a lady that has a attitude and she telling me why did we not put emergency numbers I told her we did the lady asked for 2 emergency numbers she told me there is no emergency numbers but the bus dropped of people 5:30am they must not say it's a 24 hour service if the sleep at night because u can't not be 1st on line for call to be answered but u hold for more then a hour I am very disappointed very very what if something bad happened because you can't be 9 hours late and still and still don't answer this child mother is 70 years and the way she stressed because we don't know was there a accident or what and worse when u do get them they reply with attitude.i think this must go on social media also so that the people must know