Bad service received

I was running late due to traffic so at 08h45 I called Intercape to advise them that my bus is at 10h00 qnd I'm running late and by 10h10 I will be at Johannesburg Park Station.

At 10h05 I called stating that I am at the robot approaching the bus, the consultant I spoke to Pearl said she is letting her supervisor know. I approached the bus and the driver stated he was not informed to wait for anyone and that I should go to the office and speak to Pearl and drove off.

I went inside and spoke to a guy at check in who advised he was not asked to stop the bus and it left on time and that I should go to the tellers and speak to Pearl. I went there and did not find Pearl but a gentleman called Vusi who said he can't do anything the bus has left.

I then went back to the guy at check in who advised that the 11am bus had space and should ask to be put on it and he explained that when Pearl spoke to him she said a customer was requesting for him to call them which is not part of their processes. He then called his colleague and asked him what Pearl had said and he said that Pearl had asked them to call a customer who was running late and nothing else was mentioned. The 2 gentlemen explained that had they been informed of a late customer they would have followed process and delayed the bus for their standard time of 10 minutes.

I asked to speak to the managet Desmond whom I explained what happened to and he showed no empathy instead he told me I need to purchase a new ticket. I further explained that I do not have the funds to purchase a new ticket and that I found it unfair for me to purchase one whereas Pearl had not requested the gentlemen to delay the bus for the standard time. Desmond simply explained the process for purchasing a new ticket and said the system to offer complimentary tickets is closed. He further went on and told me what buses were available and their pricing even though I explained I can't affoed one and then walked away.

I am truly disappointed at the level of service and regard for customers. The fact that 2 employees confirmed that they were never told to delay the bus which is why it left on time did not matter to the manager. I honestly thought he'd be empathetic and at the least try get me on the 11am bus or any other bus for tonight as I did follow due process.

I am now left stranded trying to figure out a means to get home. Really disappointed with Intercape