Disgusting service

How does a bus breakdown after half an hour on the journey, phone the call center and have arrogant *********** staff. Get told busses do get checked the day before which clearly doesn't happen. If this bus was checked by a qualified mechanic and serviced on time this would never have happened. Bus is due to arrive in an hour bus guess what it hasn't even reached halfway yet. Do the passengers get refunded or do we just let this disgusting service win