Formal Complaint: Severe Delay, Poor Communication, and Staff ************ at APM Terminal

I am writing to formally lodge a complaint regarding an incident I experienced today involving a significant bus delay, lack of communication, and unacceptable behaviour by one of your staff members. I was scheduled to travel on a bus that was meant to depart at 13:00, however the bus only arrived at 15:55, with no prior communication, updates, or explanation provided to passengers. Due to the absence of information, I had to personally phone your office and then go directly to the APM office to enquire about the delay. I would like to note that the gentleman at reception assisted me professionally and provided helpful information. While waiting, another bus arrived at 15:47. As I was communicating with the check-in staff regarding my ticket and options, a different male staff member abruptly approached me and demanded to know why I wanted to wait for the originally scheduled 13:00 bus when another bus was available. He told me to “stop being fussy” and stated that I was “not special.” This intervention was unsolicited and inappropriate, as he was not part of the conversation I was having with the check-in staff. When I informed him that he was not part of the discussion and that I would not engage with him, he became aggressive, started shouting at me, and behaved in a rude and intimidating manner. During this exchange, he pointed his finger directly in my face. As a female passenger, I found this behaviour extremely threatening, unprofessional, and unacceptable. I consider this conduct to be harassment and ************, and it made me feel unsafe. In the South African context, such aggressive behaviour toward a woman is a serious matter and should not be tolerated in any customer-facing environment. I attempted to report this incident immediately by contacting the APM office telephonically, however no one answered the phone. I am requesting: A formal investigation into the conduct of the staff member involved A review of CCTV footage from the terminal at the time of the incident Written feedback on the outcome of this complaint Assurance that appropriate action will be taken to prevent similar incidents in the future I trust that this matter will be treated with the seriousness it deserves. I look forward to your urgent response.