Pathetic Service

I booked a bus ticket for my mum which stated it left Midrand at 9:30 and gets to Pietermaritzburg at 18:06. The bus left midrand at 9:45(city liner bus) and only left park station at 12:10pm. They get to Villiers only to be told they have to wait another 2 hours for 15 passengers that were left in Vereeniging. No where on the ticket does it state that Vereeniging is part of the bus route. The delays result in her spending 12 hours on a bus. I find this really pathetic as I was told an operations manager makes the decisions but when you ask to get his contact details you are told he is not on duty. Also got told I cannot speak to a manager my only option is to send an email complaint...wonder who will respond to that on a Sunday. Greyhound is supposed to be the best, but actually their service is pathetic.