Rude drivers, Bad customer service

I booked a ticket via the Intercape website for my pensioner mother-in-law (travelling with a 2 year old todler) for 13 October 2025 from Aggeneys to Clanwilliam. After checking in their bags she's told her to find an empty seat in the bus but the passengers slept with their legs onto the empty seats, but he ignore that. ALL the seats have someone seated AND some empty seats next to them were also reserved for their personal belongings. She has to ask a younger lady to please move her belongings. During their trip she's informed by the assistant driver that the toddler has to pay for her own seat (We indicated that she will be travelling with a child on her lap and was not charged for that). At their destination the other driver asked her where is her bags but she produced him the tickets - she was not sure if she had to get into the luggage compartment herself. She's also informed to speak english as he does not understand afrikaans (She also does not understand or speak english but she had to use words that she thinks is english to speak to him to accomodate him). I think I'll use the complaints/ to air it onto a radio station for some companies rendering services in their areas. Next time we'll rather use a taxi.