Appalling Customer Service

I am appalled at the service my 74 year old Mom received with this shuttle service, she was a nervous wreck when the shuttle left her at King Shaka Int airport, her flight was delayed from Lanseria airport and she got to her shuttle pick up 15 min late. I understand that the shuttle has a schedule but the problem is when she called Southern Shuttles office, in a panic, not only was the lady she spoke to rude to her but told her that she can wait 2 hours but if there's no space there's nothing she can do. This type of service is unacceptable, how do you treat elderly people in this manner, she was so upset and shaking like a leaf and I am all the way in Gauteng and unable to even fetch her, surely in your line of business you have a way to accommodate delayed flights, it is not as if you cannot see that the flight has been delayed and she was not the only person on the flight who used your shuttle service, there were other people too. I will not recommend this service to anyone and I trust you will refund her the money's paid for a service she did not receive. Yours Faithfully Heather Wallace