A fluke or business doesn't care about the service it provides?

Yesterday (07 April) took the bus and I was mortified by a couple of red flags, the order in the bus, it smelt like urine and the worst thing when I found a seat and the bus moving, I started feeling something crawl up my leg and it was ****roach, not one or two but several that were just roaming around on the floor! This doesn't usually happen when I take intercity bus from Johannesburg, they are clean. Don't understand what happened. I really didn't have a great time.