Passengers deserve better for their hard earn money.

We are here in Park station with no couch or someone to address us as passengers. Our bus was suppose to leave at 20:30 going to Queenstown. an hour later nothing !! Sickly old people and small kids are in a long lines waiting. I can't believe I paid my hard earned money for this *******. Who is responsible for this as this is the second time experiencing this with this bus on the same time slot.