These are the BA rules (from
www.ba.com )
To ensure the best possible service is provided, passengers should make British Airways aware of their needs at the time of booking or no later than the day before travel.
If you book on the Internet, please call your local British Airways office immediately after you have bought your ticket to make any special arrangements.
Please tell us:
If you have special needs
If you are disabled and have additional needs
The level of your disability and what kind of help you want us to give you after you have checked in
I assume that Air France have the same rules. I wonder whether the lady complied with these rules.
Airclues