NO REFUND ON A TRIP THAT NEVER HAPPENED

Still awaiting my refund to my non travel as they were unable to take us to DBN. Made us sit for 4hours on a bus going nowhere. Requested feedback, refund on email, phone calls still awaiting a reponse. This company should not run from the airport as they have the monopoly and believe that they can do whatever they want. I lost one day accomodation costs as I did not arrive on the 24th November to book in and also travel costs. I had to ask to be taken back to the airport they wanted the passengers to find their own way home thou its their fault. DO you call this customer service? REFUND MY MONEY