INTERCITY's Broke down bus

I booked a bus for my family traveling from Durban to lenasia south. My sister along with her partner and baby of 1 year old is traveling. The bus left the Durban station at 9am they were to reach lenasia south at around 5:30pm The bus broke down at at around 14:30pm, the driver is not communicating with the passengers as to what the situation is or if there is a solution. They are still waiting and it is now 17:30pm. I sent a message to Intercity's whatsapp line only to be communicated with a "We are aware of the breakdown and we did send assistance, we apologize for the inconveniece"

On my message to them I mentioned that it is so unprofessional and passengers are on their way to family and that kids and babies are on board. But judging from that pathetic response on whatsapp I believe they don't give a **** about my message to them. They charge the regular rate for the trip and passengers are not supposed to be inconvenienced like this. It seems that their buses are not road worthy and I believe Intercity is putting their profits before human lives.

My sister along with her family including her baby of 1 year is stranded and Intercity seems to be taking this situation very lightly.