Unhappy with the service provided

So today the 30/08/2021. My mom was supposed to have caught a bus to Mthatha fro Port Elizabeth-Gqeberha, she never got the bus. She bought the ticket 27/08/2021. The person that was assisting her that day told her that, she can either get the Bus at BP garage Greenacres @04:30 am or PE Railway station at 05:30, she opted for the Railway station.

She got to the station before 05:30, and there was a bus that was there and when they enquired if it's Mthatha Bus she was told no it's not, what Eldo Coaches and its staff failed to do was to inform her that the buses do not go to Railway station, they only leave from BP Garage.

Only when I called to inquire about this and ask them if they can reschedule the ticket, did they tell me that the bus doesn't leave from there. called the Call Center yet again and was informed that the Bus drivers and staff are not allowed to give out information and that's after I asked couldn't the bus drivers have told her that no the buses don't leave only from BP.

So now my 72 year old mother has lost her R260 to Eldo Coaches.