[NAGDU] filing a complaint

Mon Jul 17 16:52:27 UTC 2017

Thanks!  I absolutely hate flying so I am hoping having Sully with me will
be a calming experience for me.  I would like some advice from anyone who
has flown.  When do I feed/water him last before getting on the plane?  When
I am at the hotel, can I call the front desk the first few times to help us
find the relieving area?  My husband will be at a conference all day.  It is
a Hilton Hotel and is huge!!  Any advice from you or anyone is greatly
appreciated!
Janell and Sully

-----Original Message-----
From: NAGDU [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Julie Johnson via
NAGDU
Sent: Monday, July 17, 2017 11:05 AM
To: Janell via NAGDU <nagdu at nfbnet.org>
Cc: Julie Johnson <julielj402 at gmail.com>
Subject: Re: [NAGDU] filing a complaint

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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