City to City worse service ever

I have received the worse experience in my entire life,the bus was stuck in the before Montrose the bus that was from Durban (9h00) to JHB schedule to arrive at 4h45 but waited 3 hours in the bus than left the Montrose at 7h45 what make it worse no one is updating us and know one is care about us.I regret taking this bus .In this bus life of the people who take treatment were putted into a risk and the elders and woman who were in this bus experience a trauma with this entire experience.