Pathetic service of eldo couches

My mother booked a ticket with eldo from keimos to Cape Town on the 15th of January. Agreed departure time was supposed to be at 20:00, by 23:10 the bus only arrived to pick my mother up. Not only were their timing off but they also got help up by mechanical faults on the bus on springbok delaying the trip. Staff on board has no clue as to when 100s of passengers will reach their destination. By 7:00 on the 16th of January the bus is still statured at the caltex garage in springbok with no assurance of they'll make it to Cape Town or not. For a well known long distance bus service this is pathetic I hope this is enough leverage for you guys to better your services as customers rely on you to assure that their loved ones arrives at their agreed pick up point safely and on time