wheel chair service

Booking Ref PF8SVM, flight JQ36
Due to two major back operations my wife requires a wheel chair as she can only walk short distances.
On Thur 5/4 on arrival her wheel chair was awaiting, as usual , in the past I have wheeled my wife but was told
by the Jetstar employee that due to thefts the policy was she had to accompany the chair and push.
We requested to stop at the duty free but was told if we stop she would leave us at the duty free and go back to the plane,
we proceeded disappointed.
Then at the baggage pick up, she then stated this is as far as I go I have to get back to the plane, and abandoned my wife at the carousel, my handicapped wife then endured a 45 min, 500mt shuffle to the customs area in pain and feeling like she hadn't
had a holiday.
If this is how " Jet- not a star " are going to treat handicapped customers they should be ashamed !!