Himachal Road Transport Corporation [HRTC] — inconvenience caused as I wasn't allowed to take luggage in lift

I was single female travelling to Delhi on 10th August with my son who's just eight. We were not allowed to take luggage through lift. We had to drag luggage through stairs as we had to board bus from 1st floor .Some passer byes helped us as it was difficult for us to carry the luggage to 1st Floor.
No coolies were available that time. Why such rules are framed which create nuisance for the customers. Can't HRTC officials b creative enough to make ISBT Shimla more customer friendly like other bus stands. Hopeless policies ...it seems it's difficult for female passengers to travel ...bureaucrats should think of viable ideas instead of working in stereotype manner... instrospection is required...why we hire officials after such rigorous process when they can't think creative.

Regards
Geetanjali Singh Rathore
Assistant Director
ICSI
Ministry of corporate affairs
Delhi