The DOT takes the ACAA very seriously. Southwest, JetBlue, and Frontier have all recently racked up hundreds of thousands of dollars of fines relating to room for folded wheelchairs on aircraft. Frontier had another $50,000 fine for a single incident with a quadriplegic passenger.
I'd complain to the airline, and if they don't have a satisfactory resolution pretty quickly, complain to the DOT also. The DOT will forward the complaint to the airline and add it to their record keeping. The DOT complaint form is
here.
A gate pass isn't the only option available to the passenger/their family to improve the experience. A cell phone and a few snacks could have gone a long way from the sounds of it.
Originally Posted by
username
When you are older, physically challenged, overwhelmed and panicking about missing your flight, sometimes you don't see things that others deem "obvious".
If you're older, physically challenged, easily overwhelmed, and prone to panicking, is it wise to be traveling alone on public transportation?