Frustrated

Last week my mom came to visit me from East London and I had her as wheelchair assist for the flight from East London as well as the return flight from Durban back to East London. Anyway everything went smoothly coming to Durban, but for the return we had some very useless ground hostesses. I had done everything online, so all we had to do was hand in my mom's luggage which we did. I then asked the ground hostess where we need to go and sit for wheelchair assist and she hadn't even looked at the ticket as she didn't know it was wheelchair assist. She also never smiled and was not at all friendly. We tod her we were coming back, as we were quickly going to have breakfast and what time should we be back. We were told to be back by 9 and that we can just go to any hostess and ask for a wheelchair. We duly did this and we're back before 9. I went to a ground hostess with my mom's boarding pass and requested a wheelchair. I asked her where we must sit and we sat where we were told to sit. Anyway the time kept on going by and it was getting closer and closer to the time when my mom should be boarding the plane and noone came to fetch her. I then saw a lady pushing a wheelchair so I ran after her, to discover that we'd been told to wait in the wrong place. So I contacted FlySafair to complain about the poor service at the FlySafair counter at King Shaka airport and I received an email back from a lady by the name of Nicole, who basically told me that we were to blame that my mom almost missed her flight and at first there was no apology either. She then contradicts herself as she says that due to there not being many wheelchairs the wheelchair assisted passengers have to be there two hours before so they can be taken through first. Well firstly they are never taken through first and they are never put on the plane first. They are always last. She tells me they are put on the plane two hours before. I don't know how you can put them on the plane two hours before the other passengers when the plane isn't even there two hours before take off time. There were so many contradictions and never once admitted that the fault was on their side. She continuous laid the blame on the passenger. I am paying for a service and that service was not delivered. Admit the mistake and apologies and make sure it gets fixed. That is all I want to happen. I would've rather used lift but unfortunately they don't fly to East London from Durban yet. Flysafair please take a complaint seriously in future. .