Pretoria uncommunicated late departure

My child booked a bus: Pretoria to Durban Citiliner Plus which was to depart at 18:10 but a shuttle arrived just after 19:39 to take them to the Park Station. Communication that the guy claimed was sent to my child or all passengers about the delay arrived after the shuttle had arrived. We are really disappointed as we dont understand the delay in Pretoria and not communicating on time about the delay.