Assisted Flying...You may be on your own kids

Assisted Flying-I booked an assisted flying ticket for my 2 children aged 8 and 12 3 months ago. Specifically using BA because it offers the assisted option. I confirmed when booking the flight that my Children would be assited throughout the process. I checked them in at OR Tambo and took them through to the assisted flying room. All was fine until they landed in Port Elizabeth. My Mother was waiting to recieve them. The children were brought through to the luggage area and when their bags came on the belt, the 'Assistant' watched as my children struggled to get their bags off the belt and onto a trolley. At no stage did she assist. My Mom was watching the entire event, she said she couldnt beleive that this was BA's so called assisted flying offer? She then asked the lady if she could go in to assist the kids and she was told she could not as it was a restriced area. Surely this is totally unacceptable to allow 'Assisted children' to try to get 20Kg cases off a moving belt. I am so disgusted by this experience. How do you have people like that working with children and assisted flying options? Either you offer assisted flying or you dont, but if you do and people chose your airli