UNFAIR BUSINESS TERMS AND CONDITIONS

A student missed a bus today because they had a problem with the car that was taking him to the bus station and he didn't have airtime to call intercape offices, he went to the intercape office after the car was fixed to change the bus time and take the evening one. He was told about the terms and conditions , he has forfeited the ticket.We are talking about a student here who doesn't have money tobuy another ticket. At least a penalty fee was expected not to forfeit the whole R570.

Can Intercape do business fairly and maintain customer satisfaction please?