Worst Trip Of My Life- Disgusting Service

On the 25th September I booked to travel with Greyhound from Durban to JHB. The bus was meant to leave at 11.30 and only left Durban station at 12.15. I stood in the line for half an hour with my child in hand as the staff had no control of the check in. People were cutting into the line and causing such a commotion. When my husband asked what's going on another passenger who cut into the line screamed at us. When we finally got into the bus I was utterly disgusted with the condition of the bus. The seats were filthy and lose. The floors were dirty and wet. I felt getting off the bus immediately even though it would have been in the middle of no where. My seat was broken and I had to sit in that seat for 12 hours. Yes, the bus took 12 hours to travel from Durban to JHB and this is why....when the bus stopped at PMB at 13:50 the driver allowed multiple street hawkers to come into the bus. I can tell you exactly what they were selling....chips, cooldrink, travel pillows, chargers, sweets and chocolates and even several types of fruits. What company talks so much about valued service and protecting their passengers safety but then allows such things. What if they ****** us or ****d us. In the midst of the street hawkers there was a lady who was travelling with her children and needed seats together each other. She did not have seats next to each other and then began making a noise about it. Other passengers in the bus took offense and they began arguing, pushing each other, using vulgar words and even taking beer bottles to hit one another. My family and i together with a few others were sitting in the middle of all this. How was my safety ensured. the driver was not there and didnt even try to calm the situation down. It was out of control. it has traumatised my child and myself. She began to cry and was scared. I then called customer care and made then aware about what was happening. I was told that driver said he is stuck there because there are passengers who dont want to travel. There was no mention of any technical problem so which greyhound now says there is. please do not lie. This went on for 2 hours. We were stuck there with still nothing being said to us. The fight continued even with the police present. There was no order. I called customer care again to find out what was going on. Then i got a call and was told that the driver does not want to leave yet he knows that it is n inconvenience to other passengers. I asked that we please go as we are getting delayed. I dont even understand how alcohol is even brought into the bus. Passengers were consuming alcohol the entire trip. except for counting not once did the staff ever check on us to see if we are okay or even apologise. My transport was supposed to pick me up at 20:30 and I had to pay extra for them to come back at 11:30 and fetch my family and I. For the second half of the trip I had rain water drip onto me. What **** service is that. I am so dissapointed and disgusted. This was the first time I used greyhound and it was my last. Never again will I travel with greyhound. You have inconvenienced and traumatised my child and I want my money back.