Extremely bad service

Today my mom and Aunt bought tickets for 8:45pm bus going to Durban. They get there early and got told the 8:45 bus is full and they must wait for another bus. There has been no apology or explanation. Had they been told that when buying the tickets they would have chosen another provider as my Aunt is working tomorrow and they needed to get there at the specific time. This is extremely bad service and total breach of agreement. The tickets were for specific time and worse of all no one bothers to explain!!! I expect an apology to both you can look up there details on your system. Mrs T A Mabaso and Mrs T Bophela. This is unacceptable and will not be using your provider after such BAD service!!!!