TERIBLE SERVICE

I am have booked a bus from Cape Town to Queenstown on the 17th November departing on the 18th at 18:20 from Shell garage before Sir Lowrys Pass. I got to the garage at 17:35, set and waited for the bus. mind you it was my first time travelling from that point. apparently there are intercape shuttles that comes and pick you up from there to Paarl and that is where you will catch your bus. No one explained this process to me and I was sitting there waiting for the buss all this time, eventually I went to an intercape driver and asked about the bus he indicated that I must wait the bus is coming. I saw another bus coming in and went to ask and I was told that I was supposed to have taken a shuttle from the shuttles that were standing there but how was I suppose to know if no one communicated this to me and they did not even bother calling me now what is the point of taking our details down if they will not be used. All in all I missed my bus while waiting in the garage because no one explained this to me as this is outside the norm I would have expected that upon my booking they were suppose to have communicated this to me. Now they are telling me that there is nothing they can do I have forfeited the money.