There is a DOT employee who sometimes posts very helpful posts on here. I think his name is abutterfinger25. If you do a search, you may well find a link.
This issue was discussed in August in this forum. At that time he posted the following:
Quote:
|
There is no set "15 minute rule" written into the reg-text. It just says carriers must provide timely assitance. DOT has taken the position, that a wait of 15 minutes or more would be considered untimely. However, this is normally for ad hoc requests where the carrier has no prior request or the passenger is just arriving at the terminal for the first time. It does not apply for passengers on incoming aircraft. For those passengers, the wheelchair needs to be there as soon as the passengers is able to exit the aircrft. The carrier knows when the plane arrives and the carrier knows the passenger is arriving. They need to have a wheelchair present.
|
Therefore, if your mother's request for a wheelchair was not ad hoc, the 15 minute rule doesn't even apply.. I think you can file your complaint to DOT online and I would encourage you to do so.