Citiliner worse service

The worst experience ever, I booked a bus for my daughter and grandchild, they postponed the trip due to an accident they had. They requested sge travels today, we agreed. Today the bus was slightly late and as late as it was it apparently went to fetch people that got hurt in the bus the day before at the hospital. How do you traumatize people in that manner, why couldn't they get another bus for those people, the bus traveled so slow that currently its 21:14 and it hasn't even arrived in Empangeni let alone in Richardsbay. This is really the worst service ever, they dont put their customers first.