Bus Tickets from Gatwick to Bridgend

I am 90 years old and my son had also booked for assistance because of my mobility. It was also important that, once I was settled, I would not have to get off the coach until I reached Sarn, Bridgend and was collected by my grandson. Within 10 mins. of departure time I was told that the coach to Bridgend had broken down and now I would have to travel on the Bristol coach to Heathrow and then change for another coach to S. Wales. I was allowed to struggle to get off at Heathrow, collect my case, find the Swansea coach and, not until then did I get the assistance that had been booked for me. Weather conditions were bad, for which no-one could be blamed, but obviously it meant a much later arrival time. I am unlikely to trust your promised arrangements again in the future!