Neglegence - Poor service

I had booked Intercity for the first time in my life booking for my mother who is 82 My was sitting opposite BP but for someone reason she did not see the bus So they also did not bother phoning her and left her just like that She had to book another bus with another money I can’t believe this bus and when I phoned they say no refund when they don’t even take effort of checking where is this elderly. This is poor service for me