Unacceptable Servuce Delivery

My parents were booked on the night bus on 26 April 2022 and were scheduled to arrive in Midrand on 27 April 2022.

I hired a driver to fetch them at the bus stop, only to find that their bus never arrived. Upon calling them, they informed me that they were told to get onto a Vilamora bus line by the intercity driver and that he will drop them off at Midrand bus stop however the bus went to Pretoria instead.

I want answers, why were your passengers allowed on another bus liner, when I paid your bus line for a service. Secondly, why were they not dropped off at Midrand big bird? They were told to get a taxi to Midrand big bird by the Vila Mora bus driver. Given current Civid times, how can you allow passengers on a bus line that does not even practise Covid Protocol?

This is absolutely unacceptable. I am unable to contact my parents as their phone battery is dead and your consultant that I spoke to a few minutes ago, was rude and unhelpful.