POOR SERVICE

I booked a bus for the 19/04/2023 from Queenstown to Cape Town my mother who is 65 years of age, the time of departure was 17h00, when she got at the bus station she was told bus was delayed will only departure at 18h30, there after the departure time was changed to 9h30pm and through all this there is no communication from Ilula stating what is going on, still even right now she is still getting cold at the station with no clear answer where are the whereabouts of the bus or what time will it exactly departure from Queenstown station. What a poor service