8hours delay with no Update

What an appalling experience! I Booked a bus for someone who was supposed to leave Polokwane to Midrand at 10:30 am. She was informed bus is 30minutes late at 11:00, at 13:30 bus still not there and no updates, upon enquiry at their Midrand office we find out that the supposed bus broke down. Customer service line is not available, the watsapp line query was picked up and closed within a minute by @Fahmi with no correspondence at all.

Midrand staff advised me to cancel the ticket and book for the following day at my cost or wait for a bus that will only reach Polokwane at 6pm , such disregard of their customers.

Where is the decency of treating customers fairly? Your own incompetence at my expense and an inconvenience to me - such is their service.