Whole 3hrs Late Pick up!!

Good day, I am extremely disappointed and concerned about the service from Intercity. My son, who is in Piet Retief, was scheduled to be picked up at 14:00 at Wimpy Engen and arrive in Johannesburg at approximately 18:00. However, I have now been informed that the bus is only picking him up at 17:00 — a full 3 hours late. The main reason we specifically booked him on the earlier bus was so that he could arrive in Johannesburg earlier and then take an Uber home while it was still relatively early. This delay has completely disrupted those arrangements and has now created a serious safety concern. He is a young man travelling alone, and arriving in Johannesburg much later than planned exposes him to unnecessary risks, especially when he still has to arrange transport from Johannesburg to home. A three-hour delay is completely unacceptable, particularly when passengers' safety and onward travel arrangements are affected. Please provide an urgent explanation for this delay and advise what Intercity intends to do to assist us with this situation. We expect a proper response regarding this unacceptable level of service. Regards Barsh