Golden arrow messed up big time

My colleague took a bus on Friday from khayelitsha to goodwood. The inspector was on the bus and took her ticket but paper infront by the driver didn't print properly. Monthly ticket fell out of the bus and couldn't scan anymore. Inspector said he will follow in the bus to give the ticket back but ticket wouldn't work. He took her contact details and said golden arrow would replace the ticket the same day and he would drop the ticket at our workplace. Friday a lady contacted her saying that they unfortunately can't help her until Tuesday( which also never happened). Meaning she must use her own money to get to work and back home. Why???? If she bought a monthly ticket. Today I contacted a lady by the name of Khanyisa telling me she wil contact said inspector and I gave her my telephone number at 8.45 am today the 18/12/24. It's now 13.03 still no response from her or this inspector. How much must my colleague still spend on transport costs until she oneday gets her ticket back. Called the offices again and khanyisa and her whole department is on lunch? How can one department be on lunch at the same time. Very very poor service from Golden arrow. I can be contacted on ***