Thank you for your feedback.
I am pleased to hear you were happy with the Villa and with the service you received.
I can confirm we did arrange the airport assistance with the airline for your Wife at the time of booking, we cross check this several times prior to your departure, this was confirmed in writing from the airline prior to your departure.
As is seems this didn't happen, we will be taking this up with the airline on your behalf, as it isn't acceptable and is something we always arrange for our customers on every booking we make.