Does any one have experience with getting wheelchair assistance at Sydney Airport for a CX flight? My mother (75) is travelling to London via HK at the end of May. She's had a fall and injured both knees. I'm based in London and use BA and can request wheelchair assistance via the BA website when we travel with my wife's elderly mother.

My mother has called CX to request assistance and was told no. The CX website says contact your travel agent. They have also been told no.

Is this normal for CX and/or Sydney airport?