There is a lot that is confusing in this story.
Apparently the program for unaccompanied minor children can also be used for adults who need the same kind of assistance (and the airline charges for this service.)
In this case, however, it doesn't seen like this service was used. Skycaps are different than airline employees.
It is not clear what the skycap was told - or how unable the mom was to communicate with people that she needed help.
I don't get why her daughter just left her with the skycap. But I may be missing something.