Bad service

I booked a bus online and paid for the ticket for my sister, the bus was destine d for Bulawayo from Jhb. Departing 18:00. The bus left without her wille she was busy with the weighing of th laggage. Ticket # ********** 317GW239. Sakile Malema. The delay was due to long ques. The service and the attitude form intercape managers was insulting. She was left because of the que and it wasn't her fault . Now intercape doesn't want to refund saying it's it's not there problem.