Rude behaviour and unprofessional

My mother was by treated very badly by the bus driver who firstly,did not go to the assigned pick up point and therefore missed her bus on Monday.Wednesday she had to rush by the traffic lights by Mcdonalds to catch the bus because again the driver didn't go to the assigned pick up point.She had alot of luggage which she struggled with because the rude driver saw it fit to stand in traffic as my mother struggled with both her luggage and traffic and then he had the nerve to ask her why she has so much luggage.

Please be specific about your pick up points and at the very least notify customers if the bus will be late.IMPORTANTLY please ensure your staff are customer-orientated and restrain from obnoxious behaviour.

Her bus ticket number ********** .This happened yesterday at Vereeniging.

The service is absolutely appalling and disheartening especially given the fact that she is a senior citizen!