weird how the two stories differ 
Am I missing something here. The two stories line up from the bits I have read.
Facts I got:
- Client had a medical condition which they did not make the operator aware of. (not mentioned clearly in their report)
- Client did not want to ride down Sani - not feeling well - operator insisted that they ride down (with a medic in the team they should have realised seriousness of condition here)
- Client did not get proper attention waiting for ambulance or on way to hospital (no alternative info from operator)
- Operator sent flowers to hospital and arranged luggage (probably also bike)
What is not clear is the seriousness of the situation according to the client report: Neither the operator nor any of the parties in the tour jumped in to aid the client which tells me the seriousness was either not understood and or communicated or over exaggerated in the client report.