Violation of company procedure (accounting for passengers before departure)

I write this review on behalf of my retired mother Ms. Sebina Rasenyalo , who has just been left behind by a bus at Kokstad which was coming from King Williams Town in the early hours of this morning. Apparently this bus was late by 2h30 from the recorded time of departure, when I contacted the call centre the consultants advised my mother to catch a taxi. This is distressing as the driver has violated the company procedure by not accounting for all passengers. Secondly my mother has a pre - existing heart condition and her being in this state that this could possibly trigger another attack which could be very difficult to deal with. Furthermore her safety has been compromised as she is not in a safe place and has no money to any transport. I am really shocked at the response and attitude of the service consultants of Greyhound call centre , the nerve to even suggest the option of taking a taxi back to Durban is absolutely insulting for a senior citizen and for any other passenger for that matter. The respective consultants are Sne and Prudence I'm very disappointed at their lack of customer as I can be sure the company policy will at least make exceptions in exceptional circumstances as clearly the driver has violated the procedure of accounting for all the passengers before leaving the refreshment areas. Ticket Number :TCX57LLA. I as a manager I would not hesitate to issue a final written warning to the driver and service consultants as this could expose the company and bring its reputation into disrepute by their actions. I sincerely hope that Greyhound Management resolve this issue as soon as possible as this could potential be a social media disaster before the day ends, as clearly being promised a service which we do not receive.