[NAGDU] filing a complaint

[Tami Jarvis]

Julie,

No helpful info for you, but I promise to walk around the house cussing 
for awhile on your behalf. Encounters like that are just so... so... 
wrong, maddening, long list of negative adjectives. Aargh! And then to 
put up with more crap to file a complaint!

I think getting it through someone's head that guide dogs, and probably 
other types of service dog, are trained to handle escalators will save 
someone else similar headaches. It is beyond offensive to tell someone 
my dog is trained to handle whatever situation they're carrying on about 
and have them just keep on about it. When I'm in a hurry and dealing 
with a lot of extra delays already -- say trying to get through a busy 
airport -- the harangue can cause real logistical problems. It is *not* 
a minor issue when the person causing the added delay is an employee and 
should be trained better. Well, it's truly not a minor issue at all, but 
at least you should be able to expect employees to have some training 
about service dogs.

I suppose the ESA's coming through without specialized training would 
have many bummers on escalators. There's still some risk to trained 
service dogs, but it's up to the service dog user to evaluate the risk 
and decide based on their estimation of their dog's ability to step on 
and off safely. I have yet to meet a service dog user who isn't way more 
obsessed about his/her dog's precious health than any random passer by!

Hope you're able to get your complaint filed and have some effect. You 
shouldn't have had to deal with that.

Tami

On 07/17/2017 07:42 AM, Julie Johnson via NAGDU wrote:
> 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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