Silence is not golden City to City/Translux

My mother has to travel from Johannesburg to the Eastern Cape yesterday and was scheduled on a City to City bus for departure at 17:30pm. There was no bus until 18:00pm and passengers were called out like chickens coming to feed, "16:45; 17:30; 17:40 and 18:00pm to PE via Bloem". There was absolute chaos as even when we were waiting there was no one to explain the cause for the delays. We proceeded to the bus where her ticket stub was removed & "signed-off", only to have her removed from the bus, as her bus was still coming. She was then told with 3 other passengers to go to the other side of Park Station, which is a very unwelcoming section & still to be told that "their" bus had not arrived. What is upsetting is that she had to run around in the midst of the confusion with her luggage by herself as their staff is not willing to help or share information in time which was long overdue. Then the wait proceeded for a few more hours until 21:20pm with no communication forthcoming from City to City/Translux. This waiting section is very unsavoury and with inhospitable area with no controls of non-passengers coming in and out. The lighting is also very bad and has notoriety for stampedes. With the added pressure of the unknow and the desperation of people wishing to reach their destination and prevailing circumstances this is no way for customers to be treated without even a flinch of an apology/explanation. The attitude the service provider exhibited is appalling; inhumane and need to fixed urgently. If they are closing down, they need to stop selling tickets or whatever problems they have. Due to the extensive delays, the ripple effect is that the arrival time was late which is a huge inconsideration for people who have to go to work. What is the consequence management for this fiasco imposed on customers?