I wasn't able to log on last night so have just read this thread in its entirety and I'm appalled at the lack of care given to the OP's Aunt. Yes, VS stepped up to the plate eventually but how awful for the Aunt to have to sob and attempt to leave with her luggage before something was finally done, as was said up thread somewhere, what if this had been an unaccompanied minor or someone with hearing or sight limitations?

I've never worked for an airline but if I had a role in last nights' fiasco, it would have been to do my absolute utmost to have helped, even if it was after my hours and outside of my remit. Presumably the people who pinballed the aunt back and forth don't have elderly relatives who might need assistance one day?

OP, please let us know that your Aunt has made her flight and arrived safely home and keep us informed of your progress with all those services involved in this fiasco. I'm sure everyone who has either contributed or simply read this thread will be interested to know the outcome.