Intercity Xpress - Worst bus service ever!

My mom and her grandkids took bus no 912, from Pretoria station to Port Elizabeth last night (15 July 2023) - to arrive in Port ELizabeth the following morning at 10h00. They were supposed to leave at 17h30, but the bus only left at 18h20. It was chaos at the Pretoria station. From the drivers to the lady behind the ticket counter were clueless and rude. And they were so inconsiderate by continuing to speak Tswana. A country with 11 official languages and you refuse to accommodate any other race. People from different culture groups travel daily with busses. Not just Tswana speaking people. Speak English. The language that everyone understands - even my mom that is 73 knows that. Mom and the 3 grandkids eventually left, but they got switched over to another bus at Johannesburg station. More chaos. There was some kind of a delay and the bus left JHB station only at 12h00 midnight or so. They only arrived in Port Elizabeth at 18h00 Sunday evening and when they wanted to obtain their luggage her suitcase with all her and the baby girls belongings were gone. My mom is traumatised. Having to wait for 4 hours at a chaotic JHB station with 3 young kids and then realizing your luggage is gone. All her clothes and that of her granddaughter and some new stuff she bought on her vacation here in Pretoria was in that suitcase. We called the offices. Don't get through. Went to the office, we get told they are offline, and we should use their WhatsApp services. Not an ounce of empathy. I am just speechless and so ANGRY!! Intercity Express is the worst ever. They should just close down and spare people all the trauma and stress of their incompetence and rudeness. They don't even deserve a 1-star rating.