Intercape bus late by 2hours 30minutes

To whom it may concern<br> <br> I booked a bus ticket for my mother from Durban Station to Midrand station. The bus was scheduled to pick up at 8:30 which happened on time. The drop off time in Midrand was scheduled for 16:40. This ticket was for the 11th May 2015 8:30 departure 16:40 Arrival. The bus had stopped twice on the journey to Gauteng and was late on arrival to Midrand drop off, it arrived at 19:20. No explanation was given to either my mother as the passenger or myself as the person who booked the ticket for the delay. <br> <br> The bus could not start twice, it took them 20miuntes every time the bus stopped to get it started again. This was known to the driver and staff on board upon arriving at Park Station in Joburg central, however the bus was not changed in Joburg to get the passengers from Joburg station to Midrand. This is simply unacceptable, I will expect a full refund, for a trip that should have taken 8 hours but instead took almost 11hours. To add to this miserable trip the cleanliness and smell on board the bus was appalling