Pathetic, rude and unsafe service

On Friday, 21 June 2024, I travelled with my 2 teen daughters to Durban from Johannesburg on the Dreamliner premium bus. We waited at the designated pick up area in Midrand where there is no office or official to query anything with. The other bus office were opened so I quereid with them what the procedure was. She informed us that when we see the bus, we should just approach them and hop om. as soon as I saw the Greyhound dream liner bus at 21 15 pm. we took our bags and proceeded to the bus. There was a man who was packing the luggage in the trailer. I politely asked him where the bus was going to and he was so rude and asked me where I was going to. I told him I was going to Durban and he shouted at me saying I should wait in the line. he took the bags and roughly placed them in the trailer with no identification tags. He then gets to the door of the bus with a list. starts asking for names and just telling us to go upstairs. he did not verify our identificatin to our ticket numbers. I asked if we could sit at the bottom because I had a back operation and he just should no, go upstairs. with great difficulty I made my way upstairs and was uncomfortable the whole trip. the seats were cramped and there was no leg room as advertised. We got to the top of the bus and the heater was on full blast. we expected it to decrease when we took off but it did not. When we got to Park station, they turned the aircon on full blast ( which was better than the heater) as we travelled, there driver was so wreckless, he almost hit in to other cars on 2 different occasions. later in the night, the heater was turned on full blast again. We found it hard to breathe and my children suffer with asthma and were out of breath. when I tried to get the attention of the driver and attendant, the driver just shouted at us. He had stopped the bus for some reason. the attendant then came out from the bottom seating area and turned the heat off. There was something wrong with the bus but there was no communication at all. the attendant never came to us once to check if everyone was okay. when we got to Mooi river plaza, the bus stopped and kept on going back and forth in one place. this happened for 10 minutes and then he took of again. still not telling the passangers a thing. As we travelled, the driver still drove badly. we made a few stops because there was something wrong with the bus. at Mooi river, they picked up a passenger on the side of the road aand I found that strange. we finally reached Durban over an hour late and there was still no communication or apology.

I went to fetch my bags and the same rude attendant placed my heavy bag on the egde of the trailer and I had to put the bag down myself. When I was rolling the bag, I noticed that my new bag was broken at the wheel. The bag was used for the 1st when we boarded the bus on Friday and it was fine when we gave the bag to the attendant but when we were given the bag, it was damaged.

I am worried because we booked to go back home with Greyhound and I hope we do not have to go through this hell again. We paid premium price for our return tickets, on this so called premium luxury coach we did not get premium service.