business class ticket for nightmare trip

<p>I always book the business class dreamliner seats for my elderly mother - because she is scared of heights, so she cannot walk up the stairs on a normal double decker, and because she is incredibly uncomfortable sitting squashed between strangers.</p> <p> </p> <p>Last night I took her to the bus stop, for her 21:45 bus - which is usually late - so we go prepared. But last night was the worst experience - the bus was hours late <em>and</em> then was broken, so a replacement bus was requested - which took hours to arrive.</p> <p> </p> <p>Eventually my mother left at 2:30 am (almost 5 hours late) on a Blunden coach - <em>nothing</em> business class about it. With stairs so high that I had to push her up them (which was embarrassing for her, but also means that she could not get on/off the bus at rest stops on her 12 hour journey).</p> <p> </p> <p>It is not acceptable that 'just because it's a bus' this kind of service is expected and taken as 'normal'. We paid a lot of money for my mother to travel in a certain manner, for specific reasons and on a certain date. Very disappointing.</p>