TERRIBLE SERVICE

I had booked tickets online for the 19h30 bus on the 29th November, my 2 kids along with my mom and nieces were travelling from Pretoria to Durban. They had arrived before 19h00 at the Bosman station where they were told to sit and wait the bus was not there. The bus arrived late by almost 1 hour and 30 minutes. When they checked in they were told that my son has to have a ticket which they would need to pay for or he cannot get on the bus. The lady Violet assisting them in a very rude manner refused to say anything more at this point I could hear everything because I was on the phone with my niece. While we had no problem with buying a ticket, they then say there's no tickets available so my son cannot get on the bus. When I asked to speak to one of them to assist with what we should do they refused to assist or speak to me on the phone insisting that we call head office. At this point my elderly mom and daughter(15) are trying to get onto the bus and find that there's no seats for them yet their seats were already booked and paid for well in advance... I call the head office and get 2 very rude ladies the first one tells me if I don't know who gave me the wrong information with concern to my sons seating not been necessary to book she cannot help, maybe I should give her the ticket number of which she will listen to the recording and see what happens. I told her I don't appreciate the manner in which she's speaking to me it is very rude and I will give her the details but it was 4 tickets not just 1 she said that's not her problem I must give her the details or she will cut the call. She actually put me on hold to which eventually Johanna another consultant picked up and was just as rude said she cannot assist the tickets have already been checked in they can't change the time, she didn't give me wrong information so either I send someone to collect my son or forfeit the tickets there's nothing they can do it should have been done 15minutes before. I am like but they were there before 19h00 and not a single person said anything and my son had just turned 3 is there no way that they can maybe make me pay for the ticket and he sits on their lap, she refused saying he will be left at the station I should make a plan to collect him. When I call my niece she tells me they overbooked the bus, they eventually found seating for them and still made them pay full price for my son whose 3 and expected him to sit alone on a seat next to God knows who. I CANNOT EXPLAIN THE ANGER AND FRUSTRATION WITH THEM AT THIS POINT. HOW CAN A 3 YEAR OLD BE EXPECTED TO EITHER GET LEFT AT THE STATION BY HIMSELF UNTIL SOMEONE CAN FETCH HIM OR SIT ALONE NEXT TO A STRANGER FOR THE SEATS THAT THEY DIDN'T EVEN HAVE AT FIRST. WHAT **** IS THIS AND THE AUDACITY OF THAT UNPROFESSIONAL INDIVIDUAL TO TELL ME MY SON WILL BE LEFT AT THE STATION ALONE,WHERE IS THE LOGIC IN THAT???

TERRIBLE SERVICE!!!!