Poor service from Bellville office

The service at Intercape Bellville…. I checked in my daughter at 10:50am for a busy going to Pietermaritzburg at 11:45am. By 11:50 I check in with the people in your offices and we were told the bus had left already cause apparently there was a change done and they were now taken Big Sky Intercity which will drop them off at Winelands and I asked why were the passengers that checked in not called by their names if that’s there case, there were 4 other varsity students who were left there. And we were told if we have an issue we must lay a complain or I must drive to Paarl or Worcester…. I asked if they could call Paarl and advise that I’m coming with 5 passengers that checked in way before 11:45 at their offices they told me they are busy I must just book or chase after the bus… what kind of service is this honestly? And why were bus changes made not communicated via email or text rather than having staff members with stinging attitude tell us “it is what it is” ontop of paying for Bellville to Pietermaritzburg to still had to drive to Paarl cause of the company’s poor communication yet I’ve paid for a bus from Bellville and not Paarl and I specifically paid for an intercape bus and not big sky.