Missed the bus due to late Intercape

The bus from Estcourt to Durban was late by 35 minutes. 08 October 2024 the 14:30 bus. As a result my son missed the bus from Durban to Port Elizabeth 5pm. I phoned Intercape now and was told because my son was late the whole bus money is forfeited. Nothing was communicated to us regarding the delay of the bus.