[NAGDU] filing a complaint

Mon Jul 17 16:26:22 UTC 2017

Not sure, but I think the ADA covers the airport property itself. I will
check.

Did you get names including the offending maintenance person and both people
you spoke with on the phone? 

Best Regards,

Michael Hingson

-----Original Message-----
From: NAGDU [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Julie Johnson via
NAGDU
Sent: Monday, July 17, 2017 9:15 AM
To: Michael Hingson via NAGDU <nagdu at nfbnet.org>
Cc: Julie Johnson <julielj402 at gmail.com>
Subject: Re: [NAGDU] filing a complaint

She did give me a web address and page to visit, but they were incorrect.
With Yohei's info, I think I have it figured out.  I am writing a draft
right now.  I want to wait until sidney comes in to work this afternoon to
see if he can add any details.  He was with me for the entire episode.
Should I ask him to file an additional complaint?

I am not sure if it will matter, but is the airport covered by the ADA or
ACAA?  This issue is more about serious unprofessional ism and not access so
much, still I want to have all my info straight.

Thanks!
Julie
On 7/17/2017 11:07 AM, Michael Hingson via NAGDU wrote:
> 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 Michael Hingson's speaking availability for your next event please
visit:
> www.michaelhingson.com
>   
> To purchase your own portrait of Roselle painted by the world's 
> foremost animal artist, Ron Burns, please visit 
> http://www.ronburns.com/roselle 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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