Intercape needs to be considerate

I bought a bus ticket for the 12 o'clock bus from Cape Town to Johannesburg the ticket was for someone who was going for a job interview but she missed the bus and I was told the bus fare was forfeited and I feel that's ****************. We had to buy another ticket for R950 the other ticket was R700 basically Intercape gained R700 just for nothing. Do you know why that person missed the bus because her mother had to go and borrow money from neighbors because she was disappointed by someone the girl comes from a poor family where she stays there's no transport that goes straight to Cape Town she stays in Grassy Park and she must get the transport in Wynberg that goes to Town. I think ntercape needs to be considerate some situations are beyond our control taking from the poor for their gain that's cruelty. When I went to buy the ticket nobody told me about the Terms and Conditions. Why can't they take a certain percentage I know it's loss for them because they counted that seat and it's not like they are having only one bus that goes to Jhb