Worst bus service ever

My son had to get on the 18:10 bus Vanderbijlpark -> Port Elizabeth that arrived only at 21:00 and the support line is non existent.

when my son boarded the bus he asked why they where late and the driver explained and that was that.

Then my son went to sleep and got ready for the long trip. Then He woke up 06:30 the next morning and found that he is back in JHB, I phoned the support from that time until 08:00 and the conversation with support ended up in me having to buy a new ticket.

I have personally driven this route via bus without ever having to change busses. There was no mention of changing busses when I bought the ticket, there was no mention of busses will be changed halfway when he boarded the bus and when he needed to change the bus he was not woke up so that he can board the next bus.

This is an absolute disgrace of service delivery,as when you buy your ticket your money is taken right away and then the bus can arrive as late as it wants without notification,they change the plans and rules of the trip as they want without notification and then when you phone support and want to sort it out you are told you should buy a new ticket,but the refund of you ticket if approved takes 21 days and if you need help immediately you are told only a manager or supervisor can give the authorisation for your child to either get on the next bus or give your money back.

This is unacceptable on a level I cannot comprehend and something should be done about this. Everyday peoples money is taken and when the bus company messes up then they just make the problem yours.

This is only one step im taking against this but I will not let this go. I will seek further help opening a law case against this company It stays the responsibility of this company to make sure all passangers arrive safely where they are suppose to be the lame excuses are not accepable just to take your money and leave you without any answers they dont care about anyone or their safety just take your money and then you are left with no ride or your money