Historically all airlines here have been terrible at handling any person/s with special requirements. Virgin has been in the news recently multiple times. Bonza have not made the headlines yet.
Tiger took the cake when it started in 2007 when it refused to spend money on lifts. When the passengers arrived at said destinations they told them tough titties, just crawl off.
I don’t know which Manager is responsible for overseeing such processes but clearly all have no idea. Too busy spending money on diversity, rainbows, equality, diversity, sorry did I say equality?