Yeah not sure if the full story is being told... Whenever I travel with my dad (he's disabled) and I make a complaint to AA via their website, I always get a pretty fast response from someone who makes a reference to "CFR 14 Part 382" even though my complaint was about something else. It seems like they really don't want to get penalized by the DOT when it comes to the Air Carrier Access Act. AA has been pretty good about apologizing for this stuff IME and I'm not sure what you want from them almost 1.5 years later?