Intercape - Worst service

The worst service, non-existent customer care, no feedback on complaints. The first time I needed to cancel a ticket, the agent was completely uninformed and claimed I cancelled too late. After a long discussion on the phone, I compromised and accepted a voucher for the refund amount. I did not receive any communication about this voucher, no reference number, nothing. I needed to book 2 return tickets for different dates months later, but could not find any indication of a voucher anywhere. I phoned and they said that you have to call to book and ASK for the voucher, then they'll apply it. Okay, I did so. Oh, and by the way, you can't book seats on any bus anymore, leading to me and my son having to sit far apart on the first trip down to our destination. And on my solo return trip, at some point the driver was driving just over 100km/h in an 80km/h zone in the middle of the night in the rain. Due to changed circumstances, I had to cancel my son's return tickets (the one set of return tickets has been used, and the one to the destination has been used), but I can't cancel or get the money refunded (obviously minus the 25% cancellation fee), because a voucher was used in addition to EFT payment (total of about R2600: nearly R1800 by EFT, about R800 with the voucher). Maybe I would be more understanding about the guideline or rule if they had at any time in all my interactions with different employees been more friendly or even just more human. If I booked the tickets separately, the voucher would have been used for the first set of tickets, and not for the one final ticket. Or then at least offer the refund amount in another voucher (not that I would ever use them again). My 74-year-old mother took her first long distance bus ride with them to Mbombela a while ago. She was very nervous, but the drivers were very friendly. Then they passed her drop-off point without telling her where to get off the bus. When she asked how far to go still, they realised their mistake and stopped at the toll gate. Luckily her friends could come to pick her up there, but they had to wait about 20-30 minutes. The drivers took out her luggage already. Then the other passengers started shouting and fighting because the bus stopped and they were already late. They wanted to leave my mother at the toll gate in the middle of the night in the middle of nowhere. Thankfully the drivers refused. Apparently the bus doesn't stop at that particular drop-off after 17:00, but that was not indicated anywhere. Not on the website, not on the ticket, not by the drivers. In fact, the ticket stated that as the drop-off point at 19:25 (or close to it). When I called to complain, I was told to send an email to ***, which I promptly did. To this day I have not even received an acknowledgement of the problem, absolutely no feedback, not even a sorry. About a week ago, my mother gathered her courage to visit her friend in Saldanha, using Intercape again. On the way, the passenger next to her started screaming and yelling at my mother, accusing her of all kinds of nonsense. Another lady on the bus alerted the drivers, because my mom was too scared to cause trouble. They moved this lady upstairs, but she kept coming downstairs to continue her verbal attack. I received a very frightened message from my mother and called the call centre, who eventually got hold of that lady's family who were looking for her. I understand the company cannot account for people with mental illness and I'm not upset with the lady, but I don't understand why nobody took proper action to protect my mother when it was clear she was being threatened. While talking to the call agent, I was again told to send an email, but I told him that there was no point. When you call them, you have to hold on forever. When you use their WA "service", sometimes 40 minutes pass between your message and their reply. The online chat is not much better. Yesterday I could see my online chat message was read, but nobody ever rep****. This company's customer service is appalling, I would advise anybody against making use of them under any circumstances.