bad service while travelling with city to city

As I was travelling with my 2 kids to Lusikisiki .I had a very bad service which I wasn't expecting from this bus . My ticket showed that the departure time was 7:30pm on Friday afternoon on the 30th of Jan but the bus left exactly at 8:08 the worse part is that no one was informing us as to why the bus was not leaving on time.the driver was shouting at the passengers as to why they bringing bags in the bus even when I told him that my bag had essentials for the kids but I had to take the bag under.Now as I'm traveling back to Johannesburg the bus came on time but we had to stand outside on a very bad weather while the driver was cleaning the bus,I was shocked why the bus was sent to passengers in that condition.now the bus just had to stand for almost 2 hours without any notification as to why we had to stand there on bad weather conditions . I request that someone explain to me how things are done with city to city because I'll be traveling back soon so I can change if they don't meet my needs as an individual. Thanks