Ethiopian Airlines refusing reasonable medical seating for 82-year-old passenger

I am extremely disappointed with the level of customer care received from Ethiopian Airlines. My 82-year-old mother is travelling from Johannesburg to Porto on 15 April. She recently fractured her ankle, has just had her cast removed, and is currently in a moon boot, which requires her to keep her leg extended during long flights. We have already arranged wheelchair assistance (WCHR), meaning the airline is fully aware that she is a passenger with reduced mobility. Despite explaining this medical situation multiple times, Ethiopian Airlines has refused to allocate a bulkhead/front-row seat unless we pay additional fees.

To be clear: We are not asking for an upgrade We are not asking for special treatment We are simply asking for a seat that allows an elderly passenger with an injury to travel safely

This is not about comfort — it is about basic safety and reasonable accommodation.

What is particularly concerning is that this request has been made in advance, yet it is still being treated as a paid seat selection rather than a medical necessity.

Adding to this, my mother previously travelled with Ethiopian Airlines in August and, despite having wheelchair assistance, was left behind at Madrid Airport during a refuelling stop, requiring us to purchase a new ticket at our own expense. Unfortunately, that matter was never properly addressed.

We are travelling again as a family of five, and it is disappointing that such a reasonable request for an elderly passenger recovering from an injury is not being accommodated without additional cost.

I hope Ethiopian Airlines will review this situation and demonstrate the level of care expected when dealing with passengers with reduced mobility and medical needs.