Pathetic service

This company informs people that they will be running 3 hours late then arrives another 2 hours later but when it comes ro refund they don't want to pay the people back yet they pride in excellent service which is pathetic as they don't inform people on how late they really going to be make people stand outside in the cold and wait for hours upon hours .is there a higher authority this can be reported to as this is unacceptable and unfair to people who trust their service seeking an help .