Nue go ditched my parents

So my parents arrived at New Delhi station in the morning from Prayagraj after attending Kumbh & somehow they thought it would be better to go to Chandigarh by bus. I've had booked nue go so many times that I thought it would be relevant to book theirs in it as well from Kashmere gate. After 2 hours I received a call from my dad that nuego has ditched them and 3 other passengers at some Dhaba where they stop for refreshments. On calling nuegos "cabin guy" he said we've already departed & didn't disclose information about where they reached in a span of 5 minutes. Their customer care didn't have a care about world and said they might've forgot about them. I mean the guy had a single job of counting if everyone has boarded or not and he failed at that as well. My parents both 60+ had to book an auto just to get there. Idk what to do and how to make these guys know that a simple sorry won't resolve everything. Also, idk where to post it so posted it here just to know what can be done about it.