This is a perfect illustration of how customers are treated within the airline system. The airline has no "memory"... each incident is treated in isolation, so that a customer who in facing three days to make a simple journey that should take hours is treated no better than the customer next to him who is facing their first delay.
Sadly it is all to common, but given the heroic status of this customer, United may be forced to stand up and take notice. Traumatic Brain Injury is a hidden disability which often results in serious problems.... I have worked with people with a brain injury who have been accused of being drunk, told they are "retarded", treated like children and humiliated... this gentleman did everything right. He took the time to tell the staff about his difficulty and why he needed help. Sadly, United seems to only train it's staff how to say no.
On the response by mb99, I think you may have misinterpreted AZStars response. My reading of his post was that he was suggesting that United too often get away with this and the employee should be fired. How is that showing a lack of empathy?
|