Intercape horror story

On 26 March 2024, I took an Intercape bus from Port Elizabeth to Cape for an interview. I have not use a bus for 20years to travel. The second time the bus stopped, before 12am in Plettenburg Bay, at a Shell, I went to toilet, less than 5minutes- when I got outside there was no bus_ I realized the bus left me behind. I do not know if the bus driver announced it is not a pitstop, he said something in Xhosa, I do not understand the language, he opened the doors, I went to toilet. Luckily I had my handbag and cellphone with me. At this time it was raining cats and dogs in Plettenburg Bay. I telephoned Intercape's service numbers unsuccessfully, eventually my sister got hold of them from her cellphone in Port Elizabeth, they arranged for me to board the next bus that will stop at that Shell garage. The call center staff was very helpful and followed up with me until I boarded the next bus_ even though the bus driver refused and had to be cajoled to let me on board. There was also the matter of my luggage and documents that was on the seat where I sat, the call center guy assured me that the bus driver will hand it in to the office in Cape Town. When I got to Cape town bus station, 3 hours after I was originally supposed to get there, though I was just very grateful to get to Capetown in one piece_ my luggage and documents were not there. The staff phoned around, the other bus station in Bellville, sent my luggage with the next bus, I got it. But now my documents and other possessions that was on my seat were missing. The lady helping me phoned again and could not find my documents anywhere, the bus went for cleaning and there was nothing on it, I went to check for myself as well. It was now 11am. I asked the lady to phone the managers or call center again and to also give me the address of where the busses are cleaned because I am now willing to go to the places myself, and she said she is not allowed to send customers there and there's nothing else she can do, I will have to phone from my cellphone, which was on 10% battery that time. I phoned, but never connected to the call center. I went back to the lady, who was very annoyed at this time with me, and asked her the address of Bellville bus station, I will Uber to there. She than arranged for me to go with the next bus to Bellville, I went. At Bellville, they did not have my documents, could not help me. I eventually asked the address for the place where they cleaned the busses, again and they gave the address. I Ubered to this address at the airport, and very helpful staff attended to me. The supervisor of the cleaning staff went to her staff and said she will look again, I offered to scratch in their dumpsters I was that desperate. 1pm. The person in charge of lost and found also offered to have a look in his office. 5 minutes later, lo' and behold! My documents, all of them in the original pouch!! I was just so grateful I didn't care about the other things that was not found. To the staff at the airport industries, I am really grateful for your help. The call center, thank you- for all your help to get me to Capetown. The ground staff at the Intercape bus stations, a little empathy goes a long way, it never hurts to do a little bit more for the clients. The bus driver on bus 100 at Intercape that , all this could have been avoided if you made your announcements in English and also checked that everyone was on board. The bus driver back to P.E was really the polar opposite, always engaging this the client's, making clear announcements and checking that everyone is on board, thank you Crew of Intercape Mainliner at 18h00 to P.E. It was a horrible experience, but there's always the 1 or 2 persons that are really helpful. Melissa, Port Elizabeth