Kpn Travels — regarding bus late and criticism

My grandparents travelling from maraimalai nagar to karur.. They were about 75 yrs old we booked 4 lower berth but they criticis us to take upper berth even though we didn't book upper sleeper. How cum 75 years old people can be go and sleep in upper sleeper... Useless very very very worst service bus arriving time is 10.15 pm but it reached by 12.15 2 hrs late... We were in the bus stand for 2 hrs they didn't give any message or driver numbers also we spoke to head office people... Nama oorukaranganu nambi book panuna evalo kevalama service irukku... Pls don't book kpn travels. Mmda kpn office is very much worst... Yannu keta avanga staff head office ku ph panunganu soldranga... Respect illa response illa don't book kpn travels...