Shocking experience

I have never experienced such shocking service. I booked my 12 & 17 year old children on a bus from Pretoria to Durban for the holidays to visit family. They were supposed to leave Pretoria station at 9:15 on saturday 1 December 2018. We arrived at Pretoria station 1 hour before the time and checked in. At 10:20 no bus had arrived after me checking constantly with the staff at the counter what was happening , after initially being informed that when buses arrive for certain destinations an announcement will be made... no such announcements were heard at any such stage. I enquired as to when the bus would be arriving and was informed that the bus was late and would be arriving at 10:45 as there was a delay. Then I overheard one of the at the staff at the counter on the phone to I assume, a colleague, and said we'll have to put all the Durban and Kimberley passengers on one bus to Jhb. We were not infomred of this. At 10:45 the bus had still not arrived and when I enquired as to what was going on, was told the bus would be further delayed for another 30 minutes. I then find out from one of the other passengers that the bus to Durban is not direct and that there is always a change over of buses in Jhb!!! At this point I was absoutely furious as there is no ondication of this when you do the online booking and no one working in that entire establishment mentioned this to me when I checked my CHILDREN in. How can Greyhound allow children to travel on their busline with no one to assit them? The bus finally arrived at 10:20!!!!! To add insult to injury no one can use the toilet facilities whilst the bus is in transit! How are older people and children not an exception to this rule... disgusting! There are furthermore no announcements at each stopver as to what place they are stopping at and as a result the bus drove past the Pinetown drop off and only due to the fact that I was talking to my daughter on the phone at the time and she mentioned that they had past a Shell garage... did we realise they were supposed to get off. I told my kids to quickly go to the bus driver and check that the stop was actually the Pinetown drop off point and if so to please go back otherwise they would have ended up where exactly. This was in fact the Pinetown drop off point and the driver went back and stopped, they got off the bus got their luggage and the bus drove off, leaving my two kids at night alone at a petrol station!!! In this day and age we expect some kind of service for the money we pay, especially when it comes to our children....the tickets were almost R2000.00, which is hardly cheap! This was supposed to be an exciting road trip experience for my kids and it was nothing short of a nightmare. Now Im stuck with the return trip experience, heaven forbid!