British Airways assisted passenger service is unrelyable

Flight was booked from SA - Heathrow - Edinburgh with assistance for my 73 year old mother that became a widow 2 months ago.

BA assisted mom onto the flight in SA and did nothing else thereafter. No assistance was provided existing the flight in Heathrow to catch the connecting flight. She was left off the plane into Heathrow where she got lost for 5 hours.

A stranger helped her to the BA desk where she had to make arrangements to get another connecting flight and had to wait another 5 hours. She was assisted onto this flight and again, for the second time not assisted off the flight and assisted to family waiting for her.

During all of this, her purse went missing and so did her luggage. Luggage was located 3 days later but no sign of her purse.

She is traumatised and terrified to fly back on her own when the time comes.

This ordeal has traumatised her and the shock has effected her.

How can BA offer assistance to a passenger and not provide the actual service. This is shocking, this impacts a passengers physical and mental health.

Due to the experience with BA and how unreliable the service is, I need to fly from SA to Edinburgh to accompany her back home to SA.

BA claim flying is magic, with BA flying is not magic, it's hell