A Treat spoiled

Today the staff of my mother's care home had booked a wheelchair accessible bus to take residents to Middlesbrough for lunch and a look around the shops. This is a rare treat because most of them are too frail to go often, it's an expense for which funds have to be found and it's dependent on volunteers from families or staff to push the wheelchairs. Sadly, they were let down by the bus providers. The bus arrived at 1015 instead of 10 and the driver announced that he was picking them up from Middlesbrough at 1.15 instead of 2.30. After much argument with his office the time was extended to 1.55, but as a result of all the time spent on the phone the bus didn't leave until almost 10.40. So a day out for the residents turned into a somewhat stressed rush. It shouldn't have happened and complaints are being followed through so at this stage I won't name and shame.