Shocking Customer Service

My parents were involved in the passenger train derailment outside of Kimberley on Tuesday nights. <br> Besides the fact that they were in a state of shock after the incident. They were unable to complete their trip to Cape Town. <br> <br> Shosholoza as an alternative means of transport provided bus services to transport the passengers. My mother is disabled and the reason why we chose the train services was for the fact that she could be comfortable on the train (so much for that assumption). <br> <br> Then to add extra insult to literal injury. When my parents went to the the offices to get their refund. They were told that they had to wait until tickets were sold in order to refund their money.<br> <br> This is honestly the most shocking customer service experience ever! Not only do they put my senior citizen parents through a potentially life threatening experience and do not even arrange proper alternative transport for a disabled person. But they don't want to refund the money paid for the tickets for reason clearly not acceptable.