Pathetic service!

Booked tickets for my sis and her 2 kids for the 1st of May, for Eagle liner Bus from Pretoria to Bulawayo but the service they received was just so pathetic! Firstly the bus was 4 hours behind time then when it got to Pretoria it was full and they asked my sis to go back home and return the day after on a 50% deposit! Imagine after waiting that long then being told to go back to Mamelodi at 9pm with public transport with all the luggage and kids! My question is what happened to the seats that I had booked them since there were 3 buses for that day? Was it a booking mistake? My sis together and her kids were rushing for the schools opening hence the fact I booked at Shoprite in advance! Finally they were squeezed in now seated in a 3- seater with a fourth person! I am so ****ed off, you don't get to treat people who paid their money like that!