Intercity express very bad service

My step daughter was booked on one of the Intercity express busses for travel on 09/12/2024 at 16:25 but the but the bus only pithched up 3 hours late and now she have to wait in Pietermaritzburg from 02:30 in the morning until 23:00 on the 08/12/2024 out in the open with no sleep or any place to go and they are not willing to make other arrangements to get her to her destination how does transport companies operate like this