Carlisle Bus Station

My elderly mother , who is in her 92nd year and whose new bus pass has been sent to her old address by error, and not returned to the council, and who relies on public transport to do all her necessary shopping, was very upset after being treated so disrepectedly by the man in charge of this depot. I think some kindness and helpfulness would go along way, afterall this is a public service. Even if the bus pass isn't valid for very much longer, she is still entitled to travel free of charge. Afterall she gets older everyday not younger. Surely there must be some sort of provisional pass /plan available in such cases ? IF NOT THEN THE SERVICE NEEDS IMPROVEMENT