Poor bus services and lack of honesty

I don’t understand how so people get there 10 minutes early and are advised that the bus is gone, I booked 7 tickets and the bus was meant to leave at 11am they got there at 10h50 but were advised that the bus is gone, the securities at the station can confirm that they were there early and didn’t see any bus , now I wonder which bus was there that is already gone and with no refunds