Unhappy client

I would never again make use of the city to city bus services. Its my 3rd time Im using their services and on all 3 occasions their busses was late. I will understand if they keep us updated about whats happening but nothing. Its cold...we standing in the wind waiting and waiting at the terminus in Knysna. It already an hour late and all you hear is the bus will be here just now. But no sign if any bus. When we book one of the procedures was. If you late you will have to pay 10% penalty fee. My question now is what happen to us when the busses is late. Do we get back 10%?. My last trip on the city to city busses. I am so unhappy with your services . Once is enough but 3 times in a row. I am sure there is more people who feel like I do but not saying anything.