RUDE AND INSENSITIVE TO A PHYSICALLY CHALLENGED ELDER!!

BOOKING *** My 75 year old Mum was booked on a flight with full wheelchair assistance (she has a serious condition of arthritis in the hip). First, we were informed, that there is a flight change due to no wheelchairs, after FlySafair had already approved her booking with full assistance. We were then made to change our flight AND asked to pay for the changes WE did not request, eventually the charges were dropped. All arrangements were made & we were told to bring her TWO hours before a local flight takes off. When we got there, we booked her in and a very rude gentlemen told us to sit down and NEVER come to the counter & ask when will the wheelchair arrive in a loud voice for all to hear. My Mum sat from 6:pm to 7:30pm, on chair unsuitable for her condition, until someone arrived to take her. Eventually, she was so sore, that she could hardly get onto the wheelchair. My questions are: WHAT WAS THE REASON TO ARRIVE 2 HOURS BEFORE, IF YOU JUST GOING TO ORDER THE PERSON TO SIT DOWN AND WAIT UNTIL YOU SAY SO??? IN FACT ASSISTANCE ARRIVED ONLY A FEW MINUTES BEFORE NORMAL BOARDING. WHY NOT A FEW MINUTES BEFORE THE NORMAL BORADING TIME, WHICH I WILL UNDERSTAND?? WILL THE CEO OF FlySafair OR ANY OTHER EMPLOYEE DO THAT TO THEIR OWN MOTHER OR SPEAK TO HER LIKE THAT?? I GUESS NOT Your airline, is just another example of our South African insensitive, poor service because you need to have a BBEEE score.