MEET AND ASSIST SERVICES

On Saturday 06/07/2019 my 13 year old son was booked on flight JE272 from Dbn to OR Tambo, I arranged a meet and assist and his father in Dbn confirmed that an airhostess had collected him and that he had been placed on the plane. His flight landed in OR Tambo at 16h03, disembarked at 16h07 (with 5 other planes). I stood at arrivals with feelings of joy knowing that my son would be walking through those glass doors at any moment. 10 mins go by, 30 mins go by, eventually all the passengers from all 5 planes have left the airport... I look up at the board and see that his flight no longer shows on the board. Panic starts to set in, 40 mins have elapsed, I am becoming hysterical as I don't know where my 13 year old son is, his father has phoned to ask if I have collected him and with dread in my voice I have to tell him NO, I cannot find him. The security tells us we must get away from the glass doors as we are not allowed there, we try and explain that we are looking for our child, security tells us they don't care what we are looking for, we must get away from the doors. (as a mother, I was so emotional, scared, worried and now, I may not look for my MINOR son)!!!! Gratefully my fiancé was with me and he started running from one MANGO booth to the next but no one was willing or able to help him, he eventually stopped on the third floor by arrivals and demanded that someone help us find our child. After about 10 minutes of them phoning around he was told that there was a problem with the baggage and that some of the people from that flight were still waiting for their bags to be brought up! what a relief! but, should MANGO not have done the effort to advise the parents outside that there is a problem? should the airhostess not have just brought the two kids she had under HER CARE to the arrivals doors and just explained to us that there is a delay? WHY should I have spent 1h15 under extreme emotional distress not knowing where my child is or what is going on? this is unacceptable! I want an official response from MANGO as this experience has left a bitter taste in my mouth and I certainly will not trust them with my child's life again