Terrifying and terrible bus service

My aunt waited for an hour before the bus arrived and was full with no seats available to seat most probably they picked up people on their way who pays them cash on hand (conflict of interest),she was told by the driver and the crew to book another bus and when she refused she had to stand from Peddie to Grahamstown and finally got a seat,she was going to Caledon however noticed that the bus has changed to route and when she asked they couldn't explain why they taking a different route and were very rude,she had to get off in Ashton 106 km away whereas her husband was waiting in Caledon Drop off.