Greyhound Bus Service Sucks

My son was booked to travel from Cape Town to Knysna at 6.15pm on 18 May. He arrived at the station at 5.15pm. He waited in the station, walking around because up until 6 he couldn’t see the bus (there was no Greyhound siignage). Eventually he saw a greyhound worker standing helping people with bags: my son showed him his ticket and he read it. He told me to “go stand at the back of that queue *Points* and when it is your time someone will come help you with your bags." The bus ended up simply driving away with him still at the back of the line he had showed me to. I phoned Greyhound in Joburg to query it: they agreed to follow up. The driver phoned my son and said “what’s the plan now ? The bus has already left the station” and then ended the call before anything helpful occurred. I again called Greyhound Joburg and was told they had taken it up with the regional fleet manager "Walter": he was on his way to the station to investigate, and would call me back - I'm still waiting for that call 10 days later. I have emailed Greyhound, with no reply. My son was left stranded at the station at night.