No consideration for mother and baby

my wife was traveling with a 7 months baby and a ten year old girl to England where she got confirmation via email that a bassinet will be booked both ways for her to put the baby in. Going there was fine but on the way back she especially left early and took a train to Manchester where she was taking a flight to Paris then to Jhb . Upon arrival to Manchester she was double checking the booking of the bassinet and they told her she can only do it in Paris for the long flight to Jhb. The lady said don't worry there are 12 bassinets and only 2 babies so don't worry. When she got to Paris they told her all those seats have been taken , and not by people who have babies . They said u should have booked in Manchester , well I don't have to explain that again , they said the only thing they can do is ask the passengers which they did and they refused to move , they eventually have some extra seats at the back of the plane but when she got there they had given it to someone else , it was the goodness of the passengers heart( not the ugly airline ) that he would move and give my wife some extra space for the baby . I phoned customer care , no reply back .