Call Centre Assistant rude & no time-management

My sister in law had to take a connecting bus from Stilfontein to Witbank, in Johannesburg. In the first place the bus arrived an hour late this morning, in Stilfontein, and the only connecting bus left on time in Johannesburg. They did arrange another bus, which didn't' drop her off in Witbank, and when she ask the driver in Wonderfontein, they had to arrange a bus back to Witbank. She arrived in Witbank 3 hours later then anticipated. And to top everything off, they dropped her in the worst part off town (downtown) at the taxi rank. the driver didn't want to drop her at her drop off at the Engen garage &and Formula 1 hotel. It was her 1st time on a bus and with such a bad experience. it also placed us, her family under tremendous stress, especially because when I phoned the call center, the man (unfortunately I didn't get his name) were very rude. He told me that there is no way that he can help me to find out if she did get the bus in Johannesburg or if she missed the bus totally. I had to wait to hear from her first, stressing the whole time, not knowing what happened to her and where to start looking.<br> He even put the phone down in my ear.