Embarrassing a client

I travelled using intercape bus 162 on 24- 12-2017 from Johannesburg Park Station to Durban station. I got 4 tickets that were printed prior to me going to the bus by intercape employee who instructed me to give those tickets to a driver off which I did exactly that. In the bus before leaving I asked the driver to assist me with air conditioning lid as it was missing and there was strong wind coming out. He promised he was going to come and make a plan but he didn't so I put a tissue then it was better. What made me cross is that when we arrived at Durban station had to take my luggage, I didn't have the so called required ticket for the luggage but when I explained what happened they told me that's impossible and the driver and the other gentleman assisting with luggage they were shouting, what I was telling them is that it was my first time using their bus I didn't know their rules and procedures if that's impossible the error is on their side because I did exactly as I was told. They were very stubborn and loud they didn't even want to listen to my story. As it was the first time it was also the last time because of this humilation. I wont even recommend your bus to my family and friends