Air India — Wheel chair service not provided

Yesterday 5 feb 2023, my grandmother was travelling from vancouver to delhi on AI186. She is 80 year old and i specially added wheel chair service for her because she cant walk. During check in time i asked them and they said we will provide it once security is done. I cant go with her in the airport. I asked my relative who was travelling with her and she told they refused to provide this service and lied that it is not requested on your ticket btw it was on our special request and she fell down and start bleeding from her arm. I called air india and they said oh we r sorry for our inconvinence we filed a complain against it. I asked her that when she will land is someone will be there and she said yes we will help her because u added this service. But again same thing happen no one came. Firstly how is she supposed to walk that much distance as well as what is going to happen after filing a complain. This is the worst service i ever got. Today i again called air india and they said oh we r sorry i just filed a complaint. The point is what is going to happen after this. Do you guys even care about someone health conditions. what if something will happen to her. No one even provide her dressings when she was bleeding. What m i supposed to do now? Are u able to give me credit or refund for my loss?