Annoyed customer

I had bad experience with intercape on 3 occasions I used them this year. Their busses arriving late with no notification of this. When it arrives, no apologies from them but only bad service. This time around, the bus was late once I again. It was meant to arrive at 22:20 at my bus station but over an hour it had not arrive. I decided to call their number only to be welcome by an unbelievable rude lady and distasteful attitude. When I asked for her full name she told me that had nothing to do with my reason for calling and that she was just Donna and wasn't going to give out her surname. According to her is Donna and the only Donna at intercape bus services. All I needed her to do was tell me what's where the bus was and how far not the attitude like she was forced at gun point to do her job. Only after my call did I receive a message that the bus was 2 hrs late. Intercape need to consider the safety of their customers and communicate with the in due time when they're experiencing problems so we may replan accordingly. I hope this gets the attention it deserves.