INTERSTATE WORST SERVICE AND COMMUNICATION

When is it acceptable for a bus to be late. For how long? And what procedures should be followed? We have been sitting outside waiting for a bus that was suppose to depart at 01:40, time went about 30 minutes, and I eventually enquired about the state, which was when it was communicated to me that it is late, and an estimation of one hour the the bus will arrive. Fast forward an hour later, no communication, it is now 03:25. Were sitting on the floor cold, and very frustrated that we have to now go back again and ask. Which will be another hour. Like is this acceptable?