irate customer

I waited for the city bus via Rockland's at clocktower since 07h50 till 08h45 today , I checked the golden arrow timetable online which clearly shows the bus route and timescales. At 08h40 I called the contact centre , the agent advised me there was no issues at the depot and they couldn't get hold of the bus driver. There was no real attempt to assist or even empathy. Drivers shouldn't be allowed to change the bus route like they want and when customers/passengers call in to enquire about timescales and routes agents should be able to actually give useful information like " where the bus is ! All I can say is that Golden Arrow Bus Service is PUTRID