This quest is still broken. I have submitted multiple tickets and received no response.
Originally it was an issue with the NPC not appearing on the step "Speak to someone in charge". Well guess what, its worse than that. When I encountered this bug I did the usual Customer Service suggestions for fixing a broken quest. For the most part that has worked for me in the past. However this time, in this particular situation I made the problem worse. Stupid me I guess for not coming to these forums first. So of course my final attempt to fix was to abandon and restart the client.
Guess what .... Queen Ayrenn doesn't have the quest anymore. So now I am blocked from the Malab Tor story line and the skill points associated with the quests.
Between this, and nearly all the non-Ebonheart Pact Public Dungeon Group Challenges being broken I am unable to gain nearly a dozen skill points and achievements.
And don't give me the "Just go to Craglorn or PVP" line of BS. Im VR12 and a completionist who would like to be able to FINISH the PvE quests. I haven't seen or received any response from ZOS on this problem. I really like this game, but ZOS needs to do something or they are going to lose more subs as people are seriously getting fed up with unfixed KNOWN issues.