With more and more combative and litigative "advocates" on their mission "to make this world a better place", I bet stories like this are becoming more and more common. While I criticize AC employees for not taking total ownership, I definitely see why they don't want to intervene directly.

This could go either way, maybe AC will overhaul its process and provide additional trainings to staff, or AC could demand that people with special needs shall notify AC well in advance.