Poor service

On the 19/8/2022 I was traveling to Durban I booked a bus greyhound Dreamliner my travelling time was 21:00 but there was a delay on with greyhound.sadly Sr the abus arrived and it was different bus it was citiliner how can we pay for luxury and the next thing you travel in the most uncomfortable bus ever if I wanted another bus I would have booked the cheapest but because comfort goes along way I paid for it.n there was no change in the fees but mode of transport has changed