Distasteful! Inhumane

What a distasteful experience! Mom and child left behind because child over 2 did not have his own ticket. Wanted to do immediate payment to amend ticket and purchase a ticket for the child but the driver did not want to wait and only accepted cash. We are 30 mins away from the station, an immediate payment would surely have done the trick. Needless to say after an hour being placed on hold with call centre we managed to pay the ticket. After another 20 minutes on hold we managed to get a bus only arriving in 1 hours time leaving the mom and child at the station in raining cold weather. Was told this is the system...and if we want to complain, after phoning customer care, we should phone the complaints centre..is this not customer care??? We are loyal customers purchasing return tickets on a weekly basis, but will definitely move my business.