It's one thing to pick up someone you know, but doing this with someone you've never seen and not knowing what their physical problems might be - that could be a liability risk. Also, while I feel for her: Ryanair is a shitty low-cost airline, it's not a great choice when you rely on good service. And no matter how hard they try, they have a lot of passengers and sometimes things will go wrong. For this to happen once is not oppression, it's a regrettable mistake.