You have to have specific rules. Again, there are inconsistencies, in part because people don't tell us where to go if we want to get curbside assistance or have one-stop shopping. They don't have that hotline to call when you're at the airport. If you're trying to get the airport to go to a higher level to solve a problem that the front desk person can't solve—because they don't have authority—you can't find anyone. You need that one-stop shopping phone number with somebody with authority to fix it. You need these to be announced regularly. I think that if airline staff and airport staff heard those announcements—“If you have a disability-related complaint, call this number”—it will wake people up a little more to say they should do better.
I want to emphasize this. I'm going to gamble that a lot of the frustration I'm describing would be echoed by flight attendants and ground staff, because when I've talked to them about it, they've echoed that they've seen the same problems we have and that they as individuals find it enormously frustrating.