Worst Customer Service

My 88 year old grandmother will be travelling to the UK from South Africa to visit my uncle, who is a UK resident. My uncle booked her travel and sent us her travel details. Upon reviewing I noticed her allocated seat is 28D, which I assume is quite far back. Being that she is elderly and flying on her own I contacted BA contact centre and spoke to Niraj to enquire as to what the travel policy is for elderly passengers and if you assign specific seats for elderly passengers. His response was that no you don't and that if a special seat is required that you prebook that as there is a cost assigned. I find this absolutely appalling to say the least. You should ALWAYS provide assistance to elderly passengers and there should definitely not be an additional cost for that. I found Niraj quite unpleasant to deal with, not to mention the fact that there was such a bad delay on the lines and he put me on hold. Niraj also mentioned that he could not offer further assistance as I wasn't the person who had booked and paid for the flight (my uncle did so). I did tell Niraj that I would let me uncle know BUT my call was to enquire as to what the policy is for elderly individuals. DISGUSTING!