re-schedule booking

i bought a bus ticket for my husband with greyhound from Port Elizabeth to Vereeniging on the 03 september 2015. the bus was scheduled to leave at 17H00, at around 16H10 my husband realized that he was held up in traffic and therefore will not make it on time to catch the bus. i called the call center to try and re-schedule his ticket and the operator told me that its not possible and and i will not get a refund. i was surprised because i have re-scheduled with them before and i never had problems.