Intercape Busses review: Appauling service

My wife booked a ticket online from Cape Town to king Williams town yesterday. Her bus was scheduled to depart at 7pm, unfortunately she could make time to Cape Town station as she was delayed from her work as her employers did not let her go on time.

I then organized with my brother to transport her to Somerset West to intercept that bus. We got to Somerset at 7:05. When got there, there was a bus that was already there and went to ask if it is the same bus that she supposed to be traveling with but it wasn't it and the drivers told us that bus went to paarl & will via swellendam. Time was not on our side to rush her to paarl, however we tried to contact the call Centre to reschedule for today (Wednesday 19/10/22 ( understandable there will be a cancelation fee of 15%)but we couldn't get through to any agent to assist us. Numerous calls were made but no luck.

Made calls again today and no help found as we have forfeited the ticked reason being NO SHOW. We don't want money back, we only requesting Intercape to deduct the cancelation fee of 15% & we will pay the difference.

It is not the right to take 100%cancellation fee and expect the client to pay in full again. It is not right at all, we are struggling (R550) isnt a small change.

Please assist in this matter, we don't want money back, my wife wants to go home and we have an emergency that she needed to attend today but unfortunately that did not happen.