Bad service

My dad booked a bus ticket to Queenstown for translux ...the bus the was supposed to depart at 17:30 ....he had to wait for over 2 hours with no updates as to what's happening. Eventually a rude man came and told the people that were waiting that the bus will come at 11 pm!!!!!! When asked as to what's happening with the bus ,the guy started yelling and he told everyone to get into the city to city bus!!!! When asked if the funds will be refund back he started swearing and said no one is going to get a refund.....my dad paid R500 for that ticket and if he wanted to travel with city to city that costs R300 he would have....im not happy about the service at all. TRANSLUX SERVICE NO 1140 (CAPE TOWN TO QUEESNS TOWN) REF NUMBER IS **********