I am shocked at your response PHX. Apoplectic says
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took my mother, who is not demented and not suffering from Alzheimers
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You then say
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SHAME ON YOU for submitting her to an ordeal that she clearly could not handle.
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What are you saying? All older people should be accompanied? How patronising is that? In this case, the passenger was not confused or suffering from any form of dementia. The passenger's plans were disrupted and she became confused. Neither Air Canada nor the family could have predicted that.
I worked in an ER and this is not uncommon, often with no prior warning or history. The point the poster makes is that this is not AC's fault. However, here they have a vulnerable 78 year old woman, and a bit of human compassion and effort by the airline staff to recognise the vulnerability of the elderly, disabled and perhaps younger passengers when disruption occurs is not too much to ask.
Some of this is not about training or special procedures. It is simply about a bit of human compassion. Recently, I was stranded in flood water along with a number of other people on a rural road in the Cotswolds. We had no information about what was happening and the congestion was such that we could not go back. After about 40 minutes people got out of their cars and I could see an elderly couple sitting in their car. Myself and the bloke in the car in front of me went over to ask them if they were ok and needed any help. They didn't, they were local and could walk home if they needed to, but didn't want to leave their car. That was fine, but we didn't need special training or procedures to do that.. it is just a bit of humanity.
One of the things that runs through these threads is the lack of humanity shown to passengers in distress and the hostility that airline employees have for their passengers at a vulnerable time.