Bad service

I phoned the call centre a day prior to flying to arrange for assistance to carry a handbag for my wife as she was travelling with an infant. I was told that someone will assist my wife to carry the handbag at both the airports. Upon arrival to the check-in counter, I was told that they don't offer these services and I must put the bag as part of the luggage and pay extra. When I said to the lady that I had arranged prior with the call centre, she said to me that maybe they made a mistake. She phoned her supervisor and that person said the same - didn't even bother to come out to see me. I'm really very disappointed with the mango staff and their service as they didn't show any empathy. It was their mistake and nothing was done to resolve it. Mango meet and assist guest was added by the call centre lady.