Bus Tickets from Mexico City to Monclova

It was one error after another on this trip by Futura. We arrived at TAPO Norte but there was no real indication of where we needed to go for our bus. We asked at the Futura desk and were directed to a gate for the bus. But when we arrived at the gate, there was then no indication as to where to find our particular gate. Our 7pm departure time passed and we were given no update on the status of our bus and lots of confusion happened. Ultimately the bus finally arrived 45 minutes after our scheduled departure time, but when we tried to board we had to wait another 10 minutes for someone to arrive to check in our luggage under the bus. Meanwhile the bus driver just stood by the bus and did not seem to particularly care. Once we departed (over an hour late) the driver was clearly trying to catch up on time and was driving extremely quickly, making it not a particularly comfortable journey. The air conditioning was erratic as well. Initially it was very cold but then the driver seemed to turn it off and then the bus became very hot. He turned the air conditioning back on later but it was generally ineffective and was unable to return the bus to a comfortable temperature for quite some time. When I went to go the bathroom, I found that there was no toilet paper, soap or running water from the tap. An elderly lady on the bus mentioned this to the driver at one of the stops, she asked if the driver could try and get some toilet paper in the station or allow her off to use the toilets in the station. He did not allow her to do either of these things. In the end our 16 hour journey ended up taking over 18 hours and we arrived in Monclova very tired and annoyed. It was thoroughly disorganised and the staff did not show much consideration to the customers.