Bad service

On the February 14 ,i traveled with intercape bus from Bloemfontein to Pretoria.firstly the bus was 30min late no one was communicating with us as passengers on what is happening.

The bus arrived then we were allocated sit,i was traveling with my sister and we wanted to sit together the lady gave us sit numbers only to find that it was booked and yet we told her we want to sit together. Then we had to move and sit separate places. Thirdly when we got off in Pretoria, i went to collect My suitcase, only to find that the handle is broken n the driver just told me " hayi this suitcases are heavy " there was no sorry nothing. I wrote to intercape buses ,i got a ref number but not even once i was contacted. This is one of the very bad service ever