Absolutely shocking service and lack of professionalism

The poor service and lack professionalism I experienced today was shocking. I booked the mini coach from Port Edward to Durban. The bus was delayed by over an hour due to a breakdown of the shuttle ( this as per communication from the office when we reached out when the shuttle did not arrive as per the scheduled time ). We were in constant communication and the level of arrogance from the the staff was beyond my imagination. We requested an estimated departure and arrival based on the delay and we were told to refer to the terms and conditions on their website because according to their rules they don’t guarantee departure and arrival times. Having used this company for over 20 years I was totally shocked by the lack of service and arrogance especially on an issue on their side. If I could I would rate them 0 based on today experience indefinitely would.