Delay with bus and being put on a dirty bus as the replacement

My parents had been booked on a bus to depart from Durban station at 05:55 on the 28th December 2022, and arriving in Midrand at 17:10, however this didn't happen and they had been delayed for more the 2.5hours without an explanation. Further to that There is no explanation from the staff or any apology on sms. Secondly the service provider took the passengers on a shuttle at 8am to the of depot.this was the same shuttle that was standing at the Durban station pick up point from 5.45am They put the passagers on an old and dirty GREYHOUND DreamLiner. The air conditioning is not working, most of the seats are broken in the fully reclined position. Some windows cannot be opened. All this is in the so called business class section down stairs. I sent an email to the company on behalf of my parents and still no reply