[NAGDU] filing a complaint

[Jenine Stanley]

Julie, 

You’ve gotten a lot of good advice here. I’m going through Atlanta tomorrow and wednesday. Here’s hoping I avoid this guy.  

One thing that could be helpful is to find out who the ADA Coordinator is for that airport. I’d also talk with the security staff as this was more of a security issue than anything else. I’m surprised anyone sounding that unstable wasn’t noticed by others. 

Good luck.
> On Jul 17, 2017, at 1:05 PM, Tami Jarvis via NAGDU <nagdu at nfbnet.org> wrote:
> 
> 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
>> _______________________________________________
>> NAGDU mailing list
>> NAGDU at nfbnet.org
>> http://nfbnet.org/mailman/listinfo/nagdu_nfbnet.org
>> To unsubscribe, change your list options or get your account info for NAGDU:
>> http://nfbnet.org/mailman/options/nagdu_nfbnet.org/tami%40poodlemutt.com
> 
> _______________________________________________
> NAGDU mailing list
> NAGDU at nfbnet.org
> http://nfbnet.org/mailman/listinfo/nagdu_nfbnet.org
> To unsubscribe, change your list options or get your account info for NAGDU:
> http://nfbnet.org/mailman/options/nagdu_nfbnet.org/jeninems%40icloud.com