Disappointing service received.

Reservation *** My friends, an elderly couple, booked a seat on a Greyhound Bus for Tuesday 28 November 2023, 21:25 - MIDRAND BigBird Petroport, N1North/South, New Rd offramp station. After waiting some time with another elderly couple, they received a SMS advising the bus would be late, but was on it's way. When A bus arrived at 23:00, it was not a Greyhound bus, but a single decker bus, with normal bus seats and NO toilet onboard. They were requested to board this bus along with all the commuters that had since arrived for the 23:00 bus. They were offered no explanation or apology. Upon arriving at Park Station, they had to wait yet another hour for more commuters to board. It is dangerous for anyone to wait at a bus station in the middle of the night and this is not the usual service expected from Greyhound. The least we expect is an apology, but under the circumstances, a refund is also expected as they did not receive what they paid for.