Bus stuck in a remote area

Travelling from Dutywa to Midrand the bus had 2 problems. First they said the bus was overheating and the was no ETA given to the passengers. Then the bus stopped before Umzimkhulu for over 2 hours. Phoned the call centre and the person **** saying that there was another bus that had been sent that the passengers were on already and they would arrive about 2 hours late to the scheduled arrival time. Phoned again then the next person told me that the replacement bus was on its way. When I tried to cancel the return ticket they charged me 15% for cancellation stating that it is their policy. When I asked how they were planning on compensating me then for the inconvenience I was told that they cannot take responsibility as anything can happen on the road. Meaning that what they right (Reliable....) is not exactly true they themselves cannot stand behind their brand. It is now 2:40 AM and the bus is still on a stand still waiting for the replacement bus from the depot. The bus does not even have lights passengers are seating in the dark with no regular updates.<br> These problems started around 11PM. If they had been honest & caring about the lives they are transporting it would be better!