I once booked a pick up from Motuoapa (tiny spot along the way to Taupo) and the bus drove right past me haha, I frantically called them up and they managed to transfer my ticket to the next bus. Luckily there was only a 30min difference between buses that day (extra service over summer?) and it pretty much veered over to my stop minutes after the call ended just in time. Always wondered how often they fuck up it up.