Intercape Disgusting Service

We had the worst experience with Intercape over the weekend. My mother in law took a bus from Paarl to Jeffreys Bay. On one of their stops in ******tson my mother in law wanted to get out to stretch her legs. She walks with crutches though, two other male passengers assisted her to get out and somewhere there was an accident resulting in her falling on her knee and passing out from the pain. When she came to she told them she is fine and will continue on the trip and seek medical assistance at her destination. There was a female passenger that said she will sit with her and a second year medical student on the bus that said she will keep an eye on her. To our horror Intercape refused to put my mother in law back on the bus and left her in Robertson, the Garage where the stop was did not want her to wait there for my sister in law to make the trip of 3 hours to collect her so sent her to the hospital. They have lost the money for the ticket now as Intercape say they will only sort this out after the school holiday which i feel is utterly ridiculous. How do they leave an elderly woman in a strange town in the middle of the night alone having to wait for the closest family to collect her. She is utterly traumatized and we are furious. Is this how they handle their regular customers as my mother in law maker regular trips between my sister in law and us. This is absolutely disgusting to say the least.