Intercape Bosman Station staff unconcerned

I booked my mother a trip to Bulawayo for Saturday the 18th of July from Pretoria. Check in was supposed to be at 3pm but by 4pm, there was no sign of anybody conducting the check in. There was no communication at all. Eventually at 4:30pm a gentleman started weighing and tagging luggage. After that there still was no bus and we asked why the bus was late. We were informed that all passengers to Bulawayo had to board an Umtata bound bus and disembark in Joburg and then get the Bulawayo bus there. They said the bus did not have a permit to come into Bosman station. What an inconvenience! My mother had to board the Umtata bus, got off at Park Station and then board the Bulawayo bound bus. The bus eventually left Park Station at 7pm, 3hours latter. The treatment of passengers by Intercape was terrible, insensitive and cruel. Maybe it is because these were mostly foreigners travelling so it did not matter. It is a lesson well learnt!