The airline I used to work for had different codes for wheelchair assist. As I recall, there was at least one that says "to gate only" and another kind that says "all the way down the jetway and aisle to seat". I would think these codes are IATA standard.

Regardless, both should be accommodated in the event of a gate change. The systems usually have a "search passenger list" function which will help them pull out these Special Service Requests.

It is just sad how a single agent's behavior caused a lot of problem for a passenger and probably now the airline. As far as the gate pass issue, I think it can be argued that UA should start offering it to all UM and wheelchair assists - how else would people know? And, it should not be used as an execuse "if you really cared, you should have gotten a gate pass..."

The Customer Service Center is actually right across from C17. I passed through ORD the other day, there was very few delays on the board but the desks in both concourses were fully staffed! Maybe they are doing something about that.

Still, if the gate agent in C17 said B11 is right behind the wall, one would look that way, not across. When you are older, physically challenged, overwhelmed and panicking about missing your flight, sometimes you don't see things that others deem "obvious".

There are frequently a suit/management type or roaming agent by that whole area who could have also noticed the passenger and tried to help. Too bad it was not the case.