Useless bus

My sister in law and her son yesterday 0n the 07 Oct 2022 was supposed to take a Citiliner bus from Matatiele to Midrand the bus didn't arrive at 18:00 she phoned the bus around 20:00 they told its on way around 22:00 she phoned again around 22:30 the bus agent phoned her that the bus is no longer coming the driver decided not to fetch her no sms no apology she was only told to go back and leave the bus station they were not even remorseful about what they did she stayed there until early hours in the morning until I came to fetch her I hate this bus what about her safety even now she's the one phoning the bus company she wants her refund so that she can book another bus