Worse service ever

My dad took a bus on 16 from Bellville to Namibia Windhoek the bus stopped at Keetmanhoop dad went to shop and toilet when he came out the bus is busy leaving he ran like a dog after the bus but it was to late he still had 500+km to go till Windhoek his 70 years of age and panicked he lost his phone in the process ect how is it that you do not as driver of the bus count and make sure all passengers is on board explain to me that?