Intercape unacceptable service

The service offered by Intercape is absolutely appalling! They take the passenger's contact details as well as the contact details of the person who booked/paid for the ticket.

However that information is not utilized as and when it should be. A bus was booked for a passenger to travel from Worcester to Johannesburg. The bus arrived at the Mountain Mill Mall bus store - however it was completely branded in DHL Stormers Sponsorship decals! The company name "Intercape" is written very small above the headlight and right at the back of the bus. The only clearly visible wording was DHL. The passenger therefore did not recognize the bus as Intercape - (note that she is not a regular long distance bus user) - and the bus left without her boarding. No call was received by the booker of the ticket nor the passenger! Why does Intercape request contact details when they will not be used..??

We called the call centre and had a complaint logged - C119958 - was the ref number given. Today a lady from the complaints department called and informed us it was the passenger's fault that she did not board the bus. She was supposed to go to the bus to enquire whether it was Intercape or not..! REALLY..!!??

Is Intercape the only bus service that travels this route..? So the passenger must go to every bus stopping to ask whether it is an Intercape bus or not..?

This lady also told us that "It doesn't matter" that the wording - Intercape - was written very small on the bus in question..!! REALLY..??!!

The resolution she presented was for Intercape to offer us a voucher for the ticket price minus a certain percentage. This is not acceptable to us - the only resolution we want is a full refund!

We had to purchase another ticket for a bus that was travelling the same route in the evening of the same day so the passenger could still travel and get to the desired destination on the planned date.

Intercape - is treating passengers and clients in a dishonourable way good for your business..??