No pride in their work

My mother of 85 flew from Wonderboom to Cape Town this morning. She is not used to travelling and becomes flustered easily. So I requested a meet and assist service for her at Cape Town airport. I was assured that this had been requested. So whoever met her on the plane helped her as far as the luggage carousel and left her there. My mother phoned me in a panic to say she was at the luggage carousel but couldn't find my sister who was to meet her there - no one had explained that she had to go to the Arrivals area of the airport. I think this is unacceptable. Surely if you are given a task, you complete what you were assigned to do? And do your task to the best of your ability? If you find the task too onerous, then you shouldn't be employed in that capacity or, in fact, employed at all