Bus late. No refund

Yesterday my sister and her 2 kids finally got on a bus. This was the big sky from intercape bus company. On Saturday my sis was 2 min late for the bus and had forfeited the tickets. Today the bus arrived Johannesburg at 10:45. No apologies and no explanation. So when you are late bu 2 min you loose everything anything, but when they are late by 1 hour and 45min they don't loose. What double standards this company operates on.