Poor service

My sister took a bus from Cape Town to Queenstown on Wednesday the 15th of November 2023 that delayed with an hour it was suppose to depart at 18:00 but ended up leaving at 19:00. As if that was not enough when it was in Beaufort West the drivers got arrested (and the bus impounded) due to ******* documents used so they are still stuck there waiting for a bus coming from Johannesburg if it's gonna come, because the other bus it has been impounded for three(3) days so passengers made means to hitch-hike. Such a bad experience from IlulaBus its not acceptable, if you were supposed to be home at 07:00 but you don't know when you gonna reach home yet you paid your hard earned money to IlulaBus.