Cheat travel agency

I booked a sleeper ticket for my friend from Delhi to Lucknow, the booking details are as follows Ticket no. TN2Uprotected PNR no. protected Bus no.UPprotectedATprotected But instead of a sleeper birth they provided her a seating chair and returned on protected rupees. Although she was sick and in urgent need of laying down. When I try to complain the owner ,they were drunk and didn't talk to me properly. Moreover the bus is moving extremely late from the scheduled time. Actually they give the booked seat to other passengers who came at that moment and my online booking was not considered and they make an excuse that my friend was late. But she reached the pick up point on time but could not find the bus so they asked her to wait near the Indian oil petrol pump , they came there after protected minutes and till then the bus was full. They even shifted her in another bus that was full too and the drawback is that I can not locate her because the application is able to locate only that vehicle in which we have booked the ticket. So it's a request to take some necessary action against these kind of unprofessional activities.