"His mother had incorrectly told him she would meet him by the baggage carousels, which are actually behind a security barrier."

So what? He had expressed and displayed his confusion to the people in charge.

That article is sanitized from the hearsay I've received. I've heard stories that interpreters refused to come in off hours or some such thing. I've heard his father made telephone inquiries. I'd have to look it up - those facts could be off - but nevertheless to pawn any of this indifference off and upon the mother (off a dead son) is not an appropriate tone for that article to take.