Review Complaint against non refund of tickets

I was to travel using your cars from Nairobi to Karatina today. It would have been the first time for me as I only ever use 2NK but I was overly disappointed and needless to say I ended up not traveling with you. I was to attend a matter in four and was crucial. I got into the car as there was only one more passenger to go and we would be off......oh unto me. I was the first and the rest were just busy bodies staged to attract customers. I was broke and only had 500 in my pocket 400 of which I had already paid to the conductors and when 1 hour had elapsed, I was really on edge and desperate. Two hours down the line, the car had five passengers, all complaining and asking for refund but all their pleas fell on deaf ears and very rude customer care men......you may have a non refund policy......but please amend it so that you return the money even if less say 10%.....also work on the PR of your at stage staff....
I personally do not see myself traveling with you otherwise.