Disabled women ask for help/ they refused help

My disabled wife is currently on her way from George to Pretoria on a Inter cape bus. On the booking I stated and ask for the Stuart's on board to assist her because she's walking very badly. They stated it on their list as I put her on the bus. It is printed underneath her name on the pickup list. I also ask the women Stuart to please assist her because she walks very difficultly. After about 4 hours drive the bus stopped and people got out to buy some food. my wife also want to buy some food, asked for their help, but with no reaction. she then tried to get out on her own and fell. she hurt her leg and knee. people helped her up and when she wanted to get back into the bus, the driver closed the door in front of her. that is humiliating. I am very disappointed in their service!!!!