City to City fails yet again

Apparently a City to City bus has been impounded,now people are stranded at Cape Town station. The people that booked for 6h00 still have not departed. The clerk is telling them that they have to get to Johannesburg on their own expense and then only cancel once they are in Johannesburg, since "they don't have money in Cape Town to refund them".

What utter **** is this? There are seats available on Eldos Coaches. Why doesn't City to City pay them to get the people to Gauteng???

Ensure that their commitments are met even though it will not be on one of their own busses.

No answer when calling client services either.