Highly disappointed with the service

Firstly the bus was late by 2hours in Mthatha only to find out that there the bus had a breakdown and atleast we were informed 30minutes before another bus arrived that there's another bus coming. Again in ENgcobo the bus stopped for another 2hours and were informed that the back up bus is on its way. 2 hours later the bus came and parked next to this bus but did not take anyone. Out of the blue this bus drove off again without offloading to the back up bus