Poor service

Yesterday the 10th of July 2019.My father was travelling from King Williams Town to Cape Town and his bus was scheduled to depart at 17:40.The bus only arrived about 4hours later. I am appalled by this as Greyhound is know to have an exceptional service delivery left me astound and to top it up the bus was uncomfortably cold and a mess(dirty).My father who is a senior citizen and not 100% well had to endure this type of service as he had no choice because he needed to be home by today. Greyhound needs to understand that we expect quality at all times not only in certain areas or situations and demand they take action for this type of behavior.