I’m not clear. Had she booked the assistance in advance?
She'd tried repeatedly to do so, but the phone wasn't answered - something she's complained about several times. She then contacted the TOC via Twitter and they confirmed they'd arranged assistance. Something went wrong in their internal proceesses and that request either got ignored or lost somewhere within the TOC.
This week, she'd booked assistance, but they couldn't find her even though she was waiting on the right platform, in the correct area.
It's something which she reports happening far too frequently and makes it clear it's not usually the staff, they're very helpful, but the system just doesn't work. Her very sensible suggestion would be to have an app or web based system which can be used to book assistance online. That would eliminate the call queuing and provide a clear record as to what was supposed to happen. She's been working with the Rail4All developers on this.
She doesn't just sit back and complain about the current assistance systems - she's been actively campaigning to improve them for years. Was involved in discussions with Crossrail about step free access, for example. Has given evidence to select commitees about this issues she faces as a regular commuter into central London (she's an analyst for Goldman Sachs as well a multiple World & European para-dressage champion).