Review Terrible Service

I would like to complain about the service of Translux. My mum and my sister who has a disability, booked tickets for the Translux. They waited over 3 hours, 3 hours for a bus a the Bosman Station. They were told to be at the station at 07h30 and they were there at the time. They were told the bus was running late. At 11h05 the bus had still not arrived. 3 hours later. Then they told that they could change the tickets for a later time or for a "sister" but Citi to Citi. I really think it pathetic from a company providing a service, that did not have a single spare bus to send through to pick the people up. No spare buses, how do you'll run a company like that. Good day