not allowed to see your grandchildren

How do I overcome the situation of not seeing my grandchildren?

A few days ago, I was sitting in a park bench to make myself relaxed from the stressed-out office work. There were an old lady and an old man sitting together opposite to me. I noticed that the old lady was literally crying and the old man was comforting her. I really felt bad and I really wanted to help them somehow. I went near them and asked if I could give them a favour. They said, “Will you take us to see our grandson and granddaughter?”.