Unfriendly (unhelpful) consultant

We booked a bus online for my father (71 years old) from Idutywa - Johannesburg. Hours before the his departure we received an SMS that the bus won't be stopping at Idutywa because of taxi violence. We had to make a plan for him as he was travellinging from Willowvale. Due to taxi violence his taxi delayed to leave Idutywa to Umtata and he missed his bus. The treatment I received from the consultant in Whats was rude and unhelpful. Its a pity I couldn't attach a screenshot here.

What's stressing me the most is the fact the InterCape changed the route last minute but couldnt give passengers enough time who were affected by the same taxi violence they were running away from.