Bad service at Translux

I booked Transkux for my son from King Williams Town to Port Elizabeth for 29th January 2022. The bus never arrived in King Williams Town. It was meant to arrive at 18:00 and all passengers waited until 21:30 when they were told that the bus passed it was full... what about them, how were they suppose to travel back home at that time...some of the passengers slept at the bus station because they had no other means of transport.