[NAGDU] filing a complaint

Mon Jul 17 16:37:10 UTC 2017

Julie, I believe that the airport, itself, is covered by the ADA.

I actually got caught by an escalator at the Atlanta airport some years 
ago.  My pant leg got caught between one of the bottom side rails and a 
stair tread.  Fortunately, I managed to rip the bottom off my trousers 
as my leg was being pulled into the mechanism.  It was a scary event and 
took all of my strength.

It is obvious that some people don't understand how we are trained, 
together with our guide dogs, to safely handle escalators.  At 70 
pounds, it is quite a lift to pull Claire up by the chest belt when we 
reach the tread comb at the end.  That is where the danger is.  She has 
become very adept at the escalator leap. I think that it is not so much 
of a problem with our size of dogs, but those fluffy-puffy ESAs have 
tiny toes.  While it is no excuse for you to be treated in such a crude 
manner, he may have seen some horrendous injuries to the little pups on 
escalators.

*David and Claire Rose in Clearwater, FL*
*david at bakerinet.com

*
On 7/17/2017 12:15 PM, Julie Johnson via NAGDU wrote:
> 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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>
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