[NAGDU] filing a complaint

Julie Johnson julielj402 at gmail.com
Mon Jul 17 16:30:19 UTC 2017


I have the name of the first lady.  The second lady's name I don't 
remember.  the maintenance man never gave a name.  Honestly he was kind 
of scary.  I had not much other thoughts than to leave.  the idea of 
getting his name or videoing it was well beyond my brain power.

Julie
On 7/17/2017 11:26 AM, Michael Hingson via NAGDU wrote:
> 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
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> 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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