City to City failed to communicate with passangers

On Saturday I booked a bus for my helper from Fort Beaufort to Johannesburg, the bus was scheduled to leave at 18:05 and they arrived at the Total garage on time at about 17:30. at 17:50 they saw a TRANSLUX Bus but they didn't bother to go and ask if its going to Johannesburg as she was booked for CITY TO CITY Bus NOT Translux. it got a few passengers that were sitting next to it and left. There were other passengers as well that were still sitting down waiting for the City to City Bus up until an hour later when they panicked and started phoning the *** and *** number which was never answer for about an hour but with no luck. After 8pm another TRANSLUX Bus came and they went to ask if the driver perhaps have seen the CITY TO CITY Bus on his way to the Fort Beaufort town, the driver of the Translux Bus told them that the City to City Bus has left them 2hrs ago, they told him it cant be as they have been at the Bus stop way before the departure time and the only bus that was there around 6pm was a Translux Bus. so he told them they should have climbed that one as it was loading the passengers for City to City and the driver didn't want to take them with the other Bus