Complaint of a late bus and losing a ticket for being late

Sunday the 29th of October I missed my bus from cape Town to Port Elizabeth and I was told that I won't get a refund. I had to book another bus, but on the 30th of October I was supposed to get a bus from Port Elizabeth back to Cape Town and the bus was supposed to depart at 21h25. It arrived at 00h05 and we were waiting for it outside because the Intercape office was closed. It was scary and there was a homeless guy who kept bothering us and some of the ladies were scared. Thing is, when I was late I lost my ticket but the bus was 3 hours late and there was no explanation or the reason. We went sent sms's that the bus was gonna be 30 minutes late while it was already more than an hour late and then another sms that it would be an hour late while it was already more than 2 hours late. I think it was gonna be better if we were in a safe place while waiting for a bus, like inside the office and it was so cold and we had people bothering us. Some of the passengers almost got into a fight with this guy and there was also load shedding and it was so dark. I think you guys need to treat your customers better by making sure that they're safe while they're waiting for your busses. Guess, I'm on an Intercape bus right now again traveling and I usually use this bus most of the time but I was so disappointed and on top of that I lost my ticket for being late and they did the same thing and I had to suffer.