Rude Call centre and no help

My mom was scheduled to get a a bus at pretoria Station, she had car trouble and i phone at 19:30 to ask if they can delay the bus or if there is any others stopped where she might be on time. the call center just said that there is nothing he can do the bus leaves at 19:45 if she is not there then she looses her ticket. she tried making the bus at or tambo and was still to late. so this morning i phoned to see what i can do, and i saw that other people have previously phoned to delay the bus. why was i not given the same opportunity. now that money is down the drain. cant they just help out where it was not in our control, we had no way of knowing the car will break down and she will not make it.. they are rude and obnoxious and not willing to make any exceptions. i made a effort to phone them, but apparently i had to phone earlier.