[NAGDU] filing a complaint

Michael Hingson mike at michaelhingson.com
Mon Jul 17 16:07:02 UTC 2017


Julie,

Did the second person give you a specific page to visit? Did they give you a
department?

I am looking at the site now and there is no form on the contact us page.

I would be happy to make a joint call with you. We could, for example
contact guest relations. You are

-----Original Message-----
From: NAGDU [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Julie Johnson via
NAGDU
Sent: Monday, July 17, 2017 7:42 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
[Michael Hingson] going to need to put all this in writing at some point,
but let's find the right place. Thoughts? 


Best Regards,


Michael Hingson
Vice President, NAGDU

The Michael Hingson Group, INC.
"Speaking with Vision"
Michael Hingson, President
(415) 827-4084
info at michaelhingson.com
To order Michael Hingson's new book, Running With Roselle, and check on
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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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