Intercape Bus Bad customer experience

Good day

I and my 4 years old were traveling from Pretoria to Pinetown ticket numbers ***YY158 and ***OX992. The bus did not pass Pinetown went straight to Durban I immediately informed the driver when he pass the Pinetown route but he told me he will arrange another bus. Firstly I had my uber transport already waiting as according to time we were suppose to arrive in Pinetown at 16:00 but that time it was around 17:05.

When we arrived in Durban Station, we were not properly informed on anything nor Intercape apologizing for the inconvenience. I kept calling the *** because no one was saying anything. The bus driver came and told us to come with him, there was another lady who also was supposed to go to Pinetown. Without any explanation the driver took us to Springfield Intercape office again he did not inform us on anything I kept on asking because I was traveling with a child and felt very unsafe, The bus driver dropped us at Springfield when I questioned him on why are we here, not having any sympathy he told us to go to the office. We went to office to find out what is really going on, the were 3 male men I requested to speak to any one incharged and than 1 male African who was super rude told me that this is not his business he is just doing me a favor to have a car taking us back to Pinetown he is not involved in this, I was so hurt and angry same time I am with a child no one was showing ant careless , sympathy or apologetic. Again the person who was driving us also rude saying he expects no problem don't like traveling with an angry person.

That time it was even after 6pm I am with an asthmatic child, the reason why I did not book to Durban I booked to Pinetown. My experience with Intercape is that you don't care about a wellbeing of a person, but if I was at fault as Intercape things were going to be different with penalties. I will like to formally open complaint against driver, Springfield supervisor