Disappointing SAA wheel chair assistance

My friend torn her miniscus in her knee whilst travelling in the US. She could walk, but very slowly and only very short distances, was unstable on her feet and could not climb stairs. The swollen knee was strapped, she had a knee guard on and was on pain medication a pharmacist gave her in New Orleans. I phoned SAA to arange wheel chair assistance for her from when she booked in at DC and to get off the aircraft at OR Tambo. What an unsuccessful mission!! I was requested to submit medical documents by a dr to determine the extent of the injury. So much for customer service.