Translux buss service not having decent provisions for broken down busses

The bus that my grandmother is suppose to be on from joburg to phalaborwa has broken down and know my poor gran is stressed out of her mind and calls me how the translux people said that they can only get a Mechanic to come in the next threes hours, not to get a new bus for them, but a a mechanic who's gona take 3 hours and God knows how long else to fix it. So i mean I obviously responded and told her to relax and that she must just ask for her refund and she can take a another bus. But Noooo translux apparently doesn't give refunds cash and that's another long process to get back your money. Im so furious right now, it's absolute ******* how you must wait for 3 hours for only a technician to arrive and that's not even a guarantee that they can fix it. Sooo within this whole bus company nobody thought to make provisions for broken down busses and had spare busses for such incidents or can make quicker less inconvenient alternatives for their customers?? I'm fuming and what happens when you not in the financial position to just go pay again for another bus or arrange alternative transport?? Or the the appointments that one made but can't attend to no more coz clearly they won't be there on time? This is just absolute ******* and I'm very disappointed.