Poor service no communication

On the 8 of May2022 my brother was traveling between Queenstown and Cape town time to depart was 18:45 apperantly the bus arrived early cause we were at the Sasol 18:40 we were told the bus left and we are in a wrong place we supposed to be at the station but the tickets said another we were five in total that miss the bus staff didn't care nothing we were told those tickets are forfeited we must buy new tickets which we didn't for the next day which is the 9 bus supposed to leave Queenstown 18:15 we were told that the bus is delayed from Cofimvaba with an hour that was the only information we received it's almost 2 hours now nobody informing as about the update and it's freezing here no refresh or hot coffee tea nothing all the staff are seating inside the office and laughing while us are standing waiting for the bus if when we don't know.