Intercape Poor customer understanding&service

Ticket was bought before 7:45 am on the 15th, no check in services was done after bus ticket was purchased. the bus driver told him that this is the wrong bus its going to durban. no one assisted him with further updates on the bus from midrand to potchefstroom. afterwards he ask the reception lady what is going on, she said that he have missed the bus, and that he needs to pay for the next bus and buy a new ticket. I phoned head office and also the service was slow and transferred me to x3 people with no actual feedback/answer. I honestly dont know why he should buy a new ticket where he can just pay in the difference and no assistance was given either. the lady at the counter said that he needs to buy new ticket and cant help him. he missed the bus because of driver said its the wrong bus. head office transferred me to 3 people and phoned dropped.

this is blue bird midrand intercape.