Disgusting service

Booked bus from OR Thambo to Pietermaritzburg for 8.30am Called to say I would be 5 minutes late, as getting from the Gautrain to the bus terminal took longer due to most exits being closed due to covid 19. Arrived at bus terminal 8.36 and the bus had left. Next bus was at 8.30pm. I was told I would have ro rebook. So I was back on the Gautrain to Sandton and returned to the bus terminal later that evening at 8.00pm. By 8.45 bus had not arrived. Called Intercity Express continually, with no response. Recieved a message at 9.10pm to say bus was running late. Tried calling again to find out how late. I was told they are trying to get hold of the driver. By 9.45pm called again and was told they still trying to get hold of the driver. I voiced my frustration but was not offered an apology. At 22.13 received a message saying the bus would arrive at 22.40. That was 2 hours and 10 minutes later. There was no social distancing in the bus, no airconditioning, with windows misted up and a bad smell from the toilet. Pathetic service and my frustration was also that the bus could not wait 5 minutes for me but it was ok for Intercity Express to make me wait over 2 hours and the cost of a second ticket and another return ticket on the Gautrain. I should have rather booked a flight, which would have worked out cheaper. I will never use Intercity Express again.