No wheelchair assistance for ages passengers

Good day In May 2023, my in-laws travelled from Saudi Arabia to South Africa via Dubai. When they reached Dubai in transit they had a wheelchair booked. The airport staff refused to give them a wheel chair. My father in law had to struggle and walk the entire airport. He is almost eighty years old. The airport staff kept telling them walk little till a point and they will then give, but they didn't. He was very upset as he couldn't manage to walk. When they came out of the plane they asked for the wheel chair no one listened to them. They came across one of the emirates officials then he told them to send an email to complain. The details of the incident was reported to Emirates via their website. Their staff Amna responded to the complaint saying that a wheelchair was booked and it was provided. That is factually incorrect. If a passenger books from Saudi to South Africa, and requires a wheelchair, it cannot be only provided while on the plane. Being in transit is part of the trip and they should take responsibility for providing the wheelchair in Dubai airport during transit. Unacceptable service and poor attitude. Photos of his swollen legs were provided to Emirates. Regards, Bilal