Intercape Bus, Caledon-Queenstown review: Poor bus service

My mother boarded a bus from Queenstown to Cape Town where the bus driver was constantly on the phone.

Today (02/09/22) my mom boarddd a bus that was 30min late & left at 18:15. She called at 21:30 and said the bus was being weighed and deemed unsafe. They were ordered to "distribute the weight" by standing in the isle. I went through 2 consultants who told me that its declared that the bus is uncomfortable and had we booked the ticket telephonically, we would have been told this.

Kindly confirm with me how lives can be gambled with