Bad customer service

Due to heavy rain, I could only get transport to Ultra City Mthatha, which is an official Intercape stop. When I arrived, the bus was still there. I spoke to the driver, explained my situation, and he told me it was fine and that I should go inside to check in.

While I was still in the queue, the bus left without me. I was already at the stop before departure, and I only went inside because the driver instructed me to.

I was later told I can’t get a refund because my ticket was for Umtata Station, but I was never informed of this rule, and the driver’s instruction created a clear expectation that I could board from Ultra City.

I am requesting a refund or a free rebooking, as the situation happened due to Intercape staff instructions, not my fault.