[NAGDU] filing a complaint

[Julie Johnson]

Try not to stress about your upcoming trip.  Stuff does happen, but not 
every time.  I'll keep my fingers crossed that your trip is uneventful.

Julie
On 7/17/2017 10:59 AM, Janell via NAGDU wrote:
> Hi Julie,
> Sorry this happened to you!!  I will be flying for the first time with Sully
> next month.  Keeping my fingers crossed I don't have any of these much too
> frequent bad airport experiences!!  Can you call that second lady back?
> Don't give up on it, this is something that for sure needs to be reported.
> It sure seems like all airlines need a crash course on guide dogs!!
>
> Good luck, keep us posted!
> Jan
> ell
> -----Original Message-----
> From: NAGDU [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Julie Johnson via
> NAGDU
> Sent: Monday, July 17, 2017 9:42 AM
> To: NAGDU Mailing List, the National Association of Guide Dog Users
> <nagdu at nfbnet.org>
> Cc: Julie Johnson <julielj402 at gmail.com>
> Subject: [NAGDU] filing a complaint
>
> I think I need some moral support before I give myself a stroke. Here's the
> skinny:
>
>
> On Saturday while transferring to my second flight in Atlanta I had an
> extremely bad encounter with an airport maintenance employee.    The
> first flight was a bit late in arriving and I had only about 30 minutes
> to make it to the connecting flight.  I had used the escalator down to
> get to where I needed to go quickly. At the bottom of the escalator I
> was approached by a very belligerent person.  He began by asking if I
> had just taken the escalator with that dog.  I answered that I had.
> then he proceeded to yell and I do mean yell.  He identified himself as
> a maintenance employee and told me that he takes dogs paws out of the
> escalator daily.  He called me names including stupid and moron.  He was
> waving his arms and was generally rather threatening.  I stated that it
> was my dog and my decision.  He interrupted me, continuing with the
> names and the tirade about dogs on escalators.  I stated again that it
> was my dog and my decision.  I requested that he mind his own business.
> He continued with his truly epically unprofessional behavior.
>
>
> Of course Monty has been trained to navigate escalators.  We had no
> issues on the actual escalator.  I understand that there are differing
> views on the use of escalators with dogs.  I do not wish to debate
> that.  Everything has a risk.  I could get hit by a car crossing the
> street.  I take the risk anyway, because I need to get on with my life.
> I like to believe I am a reasonably intelligent adult with the ability
> to weigh the pros and cons and make my own decisions.
>
>
> This morning I called guest services to file a complaint.  The first
> woman on the phone argued with me about dogs on escalators. She said
> that the man was unprofessional and should have calmly informed me of
> the pros and cons instead of shouting and name calling.  I informed her
> that I already know the pros and cons and don't need a lecture from a
> random airport employee who does not know about service dogs, service
> dog training or what my particular dog has been trained to do.  I am
> quite capable of making my own decisions about myself and my guide
> dog.   She transferred me to another department.
>
>
> Second lady was much better.  No problems with her at all, except she
> wants me to file an online complaint documenting the whole mess.  I have
> no problem with doing that, except she gave me the web address as
> www at atl.com.  That was supposed to be the web site, not an email, I
> confirmed that.  I tried a couple of web browsers and they won't bring
> it up.  Using www.atl.com does work and appears to be the correct
> address.  However when I go to the contact us page there is supposed to
> be a form, but either I'm not on the right page, or it's an
> accessibility issue.
>
>
> Please help!  My blood pressure it as its limit.  Thanks so much to all
> of you for being there in times of stress.  I wouldn't wish this
> experience on anyone, but it's nice to know that all of you understand
> because you've been there and done that.
>
>
> Thanks!
>
> Julie
>
>
>
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