Sugama Tourists — Regarding poor customer service

My father in law booked a ticket from Mysore to Gokarna and travelled on 23/07/22. His age is 81 years.
When Bus reached to Madangeri, he was asked to get down from Bus and asked him to make any other arrangement to go to Gokarna & they offered Rs. 20/-
Now my complaint is that -
1)When I booked ticket up to Gokarna, it is Sugama Travel responsibility to drop there. Also, it is indicated in reservation tickets.
2)As I indicated, his age is 81 and unable to make his own arrangements. Your staff have no humanity?