Poor service and rude staff

Last night my nephew was supposed to go to Pretoria and the depature time for the bus was 20:05 he arrived there at 20:02 and the ladies working at the office they told him to go check in with the driver because they were closing so he did as told when he got to the driver he said his name is not on the list and the bus left not i am being told thag he has forfeited the ticket yet he went to check in with the driver but he was told he was not there . We made a call we were helped by the driver of another bus but the lady that was helping was so rude . So how is it our fault that the driver that he was instructed to go check in with told hem that his name was not there but he went on and made a call that he had two no shows and they didn’t even bother to ask what were the names of the no shows .

Reference number for that tickect is : ***AG144

I am bot happy about how the handled this whole thing because now I had to book another bus using another money because my nephew arrived within the time of depature so I do not understand how he was not found on the list