Unfairness treatment

I booked a bus and we were left it was my mistake for being late but I asked for the next comming bus with the penalty fee the lady i spoke with at customer care told that I had to rebook again for the next bus that was a new law.I was so disappointed because I lost an amount of R1781.25 the ref number is B5M6UAZC/L5ML1KT9 I was willing to pay the penalty fair....my money went down the drain