Dissapoinbting service

My husband booked an Intercape bus ticket for him and our five year old son to travel from Queenstown to Port Elizabeth, the bust was suppose to departure @ 05:00am mind you have to be at the station /bust stop 20 min before the bus arrives and my husband and my son did exactly that . they sat at sasol for a good 3 hours waiting for the Intercape Bus with no call from intercape to alert them of any delay from their side, this is not fair and very disappointing service...when the bus finally arrived there was no apology from the drivers or any kind of explanation as if they are doing a favor for their clients. we always travel from Queenstown to Port Elizabeth and back and we do not need this kind of service at all. we are not beggars we are paying for this service.

the ticket info. goes as follows: Number of Tickets: 2 Departure Point: Queenston Departure date: 05 Dec 2019, 05:00 am Arrival Point: Port Elizabeth, 10:40 am Bus Service: Intercape - IM0212 Carrier: Intercape Cost: R773.00