Our local bus companies going down the drain..

I've been using the intercape for many years. I've got a special needs daughter of 13 and booked a bus from George to Humansdorp on 10 July 2015. We arrived in Knysna- only 50 km away to get told that the bus has got a oil leek. Sitting in the bus, we we're only told that they going to call the mechanic to come and have a look. after about half n hour I had to go to the driver to ASK what is going to happen now? I was told that they are sending a new bus from Mosselbay to George, and that we are going to have to wait for n hour and a half. The bus that came to fetch us 2 hours later did not even have a \heater"in... was freezing. So instead of arriving in Humansdorp at 17:00 we only LEFT Knysna at 17:00. It upsets me that we got NO sorry or not even a cooldrink/coffee for waiting 2 hours. The Intercape office in Knysna's toilet did not even have toilet paper!!!! and the bus toilet looked like a longdrop. What is going on?? you don't check your busses before a long trip"