[mmiakisu]

Let me start off by saying that I have NEVER been treated so poorly by someone before in my life. Let me explain; My original flight number 1463 out of RIC on 12/29/09 was cancelled. The reservations agent rebooked me and mother on an earlier flight. I explained at the time that we have a service animal for my mother and she will need wheelchair assistance and we need to sit together. When we arrived at the airport, the ticketing agent said that there were no seats anywhere even near each other and I was placed in an exit row where the dog couldn't be. She checked us in and assured me that the gate agent would be able to fix this problem. When we arrived at the gate, I approached the gate agent and TRIED to explain my situation. The gate agent (Dana McGrath) quickly cut me off and told me that she needed to board the plane and this should have been done by the ticketing agent when we checked in. She then continued to tell me that she needed to board the plane. I was able to get the words out that I'm in an exit row and was told the dog can't be in that row. I also tried to explain my mothers disability and the need to sit together. I even tried to show her documentation stating my requests. She proceeded to speak to me in a tone that I would not speak to my worst enemy in. She looked at my ticket and then started mumbling something about her mother has a service/therapy dog does not have these problems at the gate and that the ticketing agent should have fixed this....Now what her mother has to do with this is beyond me. She then focused on the fact that both of out tickets showed that we were a GOLD member and that it's the same number and we can't get credit for both. I then replied with one was a reward ticket, and the frequent flyer number was on it and assured her that double credit wouldn't be given. Now again, I have no idea what this has to do with my situation of being in an exit row with a dog, my mothers disability and the need for us to sit together. I proceeded to tell her that she is being rude and asked for her name. She said "I don't have a name". I looked at her badge and it said Dana M. I responded with well your badge says Dana, please tell me your last name Dana. She said “I doesn't have a last name either”. I again looked at her badge and saw that her last name was McGrath. So during all this time of her being rude she could have just fixed our seating problem. I'm sure someone would have switched in a heartbeat to sit in an exit row. But to Dana, fixing the problem was not an option. She was trying to find fault and pass blame. It gets worse. As we were boarding, she was pushing my mothers wheel chair and verbally attacked me in front of the flight attendant on the plane we were boarding. She said that I have an attitude and should not be a service/therapy dog handler. My question is, who is she to instigate, pass judgement and make recommendations. Need less to say I was speechless and disgusted by Dana's behavior. I told her I was in the medical field and she shouldn't be in customer service since she doesn't want to help her customers. She then said she was going to count to 3 and if I said a word she was calling security. The flight attendant apologized to me and told me that she was unprofessional and couldn't believe the way she spoke to me. Dana's tone and attitude was beyond disgusting. Also to top it off, when we arrived at PHL for our layover there was no one with a wheelchair or to assist us even though I presented the proper documentation that was given to us from the ticketing agent. We have a choice to use any airline and I expect to be treated at least like a human being. To treat a disabled person the way Dana treated me and my mother is just plain wrong. She should not be in any customer service job with UsAirways or any where else.

[PHXFlyer]

The gate agent wasn't the only rude individual here and that's all I'm going to say.

[bah humbug]

Sounds like she was rude, no excuse for that.

However, I don't understand one thing.....

You said the service animal was for your mom. You said YOU were put in an exit row, where a service animal can not be. If the service animal is for your mom, then why are you complaining about having an exit row where the dog could not be.(othere than not being seated together) The service animal should have been with your mother.

[jimworcs]

Personally, I don't agree with service animals being allowed in the cabin of a plane period. They should be shipped in the hold. However, it is perfectly feasible that an animal would be handled by a support worker or relative, whilst on the actual plane itself. I can find no problem with that.

Dana McGrath should be dealt with by US Air as it is clear that she was unprofessional and discourteous. Phx.. I am mysified by your suggestion as to who else was rude. Perhaps you would like to enlighten us and tell us where the others were rude also?

[bah humbug]

Originally Posted by jimworcs

However, it is perfectly feasible that an animal would be handled by a support worker or relative, whilst on the actual plane itself.

Sure it is, but that is not a reason to complain about being in the exit row. The service animal did not belong with him, therefore that is not a reason to be upset about being placed in an exit row. It seemed that statement was made a couple of times in his complaint and it is irrelevent that he was placed in an exit row because HE did not have a service animal.

[PHXFlyer]

Originally Posted by jimworcs

Phx.. I am mysified by your suggestion as to who else was rude. Perhaps you would like to enlighten us and tell us where the others were rude also?

Originally Posted by mmiakisu

Need less to say I was speechless and disgusted by Dana's behavior. I told her I was in the medical field and she shouldn't be in customer service since she doesn't want to help her customers. She then said she was going to count to 3 and if I said a word she was calling security.

If you have an issue with a "front line" employee it is acceptable to speak with a supervisor or write a letter to customer service to report the behavior of said employee. It is not acceptable (and, in my himble opinion, downright rude) to tell an employee "you don't belong in this linbe of work." Rude, rude, RUDE! If you find yourself in a situation where you think you are not being treated appropriately then DON'T STOOP TO THEIR LEVEL! This action by the OP demonstrates that she herself was rude and possibly her behavior towards this employee contributed to the situation.

And a note to the OP. So-called "emotional assistance" animals are a **** OF ****! If your poor old mother can't survive the rigors of travel without "fluffy" then she either needs better meds or she should just STAY HOME!

[mmiakisu]

Originally Posted by bah humbug

Sounds like she was rude, no excuse for that.

However, I don't understand one thing.....

You said the service animal was for your mom. You said YOU were put in an exit row, where a service animal can not be. If the service animal is for your mom, then why are you complaining about having an exit row where the dog could not be.(othere than not being seated together) The service animal should have been with your mother.

I should have clarified. The dog is a service/therapy dog. With a service/ therapy dog, the dog is to stay with the handler. This is what is stated on the the back of his dog tag license "Therapy Dog refers to a dog trained to provide affection and comfort to people in hospitals, retirement homes, nursing homes, mental institutions, schools and stressful situations. Therapy animals provide animal contact to numerous people who may or may not have disabilities. A therapy animal works in animal-assisted activities and animal-assisted therapy. It is usually the personal pet of its handler, and typically works with its handler in attendance during sessions. Visiting animal-handler teams are the most common source of therapy animals."
My mother is hearing impaired and needs a wheelchair to get around due to hip replacement. She also had a stroke. The dog does help her with her therapy emotionally for she is a very nervous person. The dog also alerts her of any noises. Additionally, being that the dog hadn't flown since he was trained as a puppy, I wasn't sure how he would respond with me not in his presence. Since we always work as a team.

[The_Judge]

Jim (if that's your real name) you know very well there are crazies out there. Especially in an airport setting when someone is ticked off, who knows what they will do. People trying to blow up planes, bringing loaded weapons to the airport, passengers physically assaulting airport employees, smuggling drugs or other illegal things past security. You should see what gets confiscated by TSA. I'd rather not produce my last name for neither a complaint or compliment letter. Just my personal preference and this was one of the rare times I liked my company for actually backing me up for not giving it.

[jimworcs]

Troy,
I cannot see how knowing the name of a person increases the danger. You know the name of thousands of other people... your Doctor, Nurse, Plumber etc. Policemen give their names to people when they are ticketing them. The name debate is a red herring... do you really feel that if an airport crazy knew your last name you are more likely to be physically assaulted? It is a smokescreen Troy.. the reason airline and airport employees don't want to give their name is because they know that their behaviour is outrageous. Dana McGrath didn't want the OP to know her name for one reason only...
and yes, my name is Jim... and it is not an internet name!
Jim

[The_Judge]

Red herring.......that'll be the new phrase here after the posts on the other thread.

"do you really feel that if an airport crazy knew your last name you are more likely to be physically assaulted?"

Not in the airport but this person could find info on an employee they had a disagreement with and cause harm to them, not just physically. If I want to give out my full name to someone, I will. I shouldn't have to worry if a customer gets my last name if I'll be defamed online without knowing about it or have it used to harm my financial records or to be located in my home. That is a choice I want to make and I choose not to give it out.
I said it before and I'll say it again, first names, employee numbers along with dates, times and cities are more than enough to identify an employee. Having the last name is of no more help and is un-needed.

Edit.....I agree with you that Dana didn't want her first or last name taken and that is wrong. She is hiding something but could have been easily be identified with date, time of flight, city and gate number. Not that hard.

[mmiakisu]

I can't seem to edit any my threads....the edit button does not appear

[Butch Cassidy Slept Here]

The_Judge wrote...

first names, employee numbers along with dates, times and cities are more than enough

The argument The Judge cited, for NOT providing full names, certainly applies to police officers. Which is why they have badge numbers. Indeed it is only the cops who are doing something wrong are the ones who try to hide their badge number. Yet there have been posts, in other threads, indicating a willingness on the part of some airline employees to, almost, fight to the death against any mechinism that would expedite the identification of misfit staff, or even forcing an accounting for misbehavior. In today's environment customers are, very much, accountable for THEIR actions. Airline staff do not seem to be subject to the same scruitny. Only when there are multiple witnesses, who come forward, is there even an inkling of contrition from the airline.

[PHXFlyer]

Originally Posted by mmiakisu

I can't seem to edit any my threads....the edit button does not appear

There is a time limit of 5 minutes to edit a post.

[mmiakisu]

If anyone cares, my original flight that was cancelled was flight number 3422, not 1463... I posted the wrong flight number

[The_Judge]

Originally Posted by mmiakisu

If anyone cares, my original flight that was cancelled was flight number 3422, not 1463... I posted the wrong flight number

US Air will care when you write the complaint to them. Make sure it's correct then or you'll just confuse the employee trying to figure out the complaint.

[mmiakisu]

UsAirways customer relations just called to personally apologize and said they will send reports out to both RIC and PHL gate counters and Dana's supervisors and provide coaching for Dana. I was told to expect a follow up email. I would be satisfied if Dana did receive some sort of coaching and my mother and I received an apology from her. I will keep you posted on the progress.

[The_Judge]

Wow....somewhat stunning that they would not only say they would follow-up but to tell you that an employee would receive discipline at all. Keep us informed if they really do get back to you.

[PHXFlyer]

Originally Posted by The_Judge

Wow....somewhat stunning that they would not only say they would follow-up but to tell you that an employee would receive discipline at all. Keep us informed if they really do get back to you.

Ah but they never used the word "discipline." They said, "coaching." Ambiguous, so interpret it as you may.

[jimworcs]

Wouldn't it be great if airlines actually made their employees apologise!! Delta would have to double their staff though...

[The_Judge]

I know you're not here for 2 months, PHX but maybe you can answer it when you come back.

Coaching was a word used by my company as a form of discipline. You sat down with the manager, he "coached" you as to what you did wrong and then said if it went in your file or not. Receive a certain number of coachings and you'll recieve a "level". So many levels equals termination. Coaching is indeed discipline.

[Butch Cassidy Slept Here]

Jimworcs wrote...

Wouldn't it be great if airlines actually made their employees apologise!!

Most of the regular posters on here are probably aware of my low opinion of the value of "free flight" vouchers. However I wonder if there is anyone ELSE who would place a greater value on a hand written apology, from the offending employee, over any such voucher? We're talking a 44 cent postage stamp versus whatever the value (???) is of a voucher. With regard to identification concerns: Such an apology need not even include the name (or other identifying information) of said employee.

[jimworcs]

I know for a fact that this means much more to people. I used to manage a hospital and we changed our approach to complaints to be much more personal, to quickly accept when errors had occurred and to respond more sincerely. Until that time we had operated a system which was fraught with fear of being sued, and was therefore full of legalise and reeked of insincerity. Not unlike those robotic form letters you get from the airlines, which end with "We hope you will give us the opportunity to serve you again".

I personally would much prefer a call from the employee involved which says.. "I was wrong. I was stressed and I treated you badly and I sincerely apologise for my actions". It might have a further benefit of stopping the staff from repeating their action in the future.

Troy,
I don't think Phx will be back...

[The_Judge]

Before you came on.....the initial ban was for 2 months......that changed an hour or so ago when the admin changed the ban.

Now I can say anything and he can't argue back......hahahahaha..........too bad. Coaching is discipline, coaching is discipline.

[mmiakisu]

Dear

The Department of Transportation's Office of Consumer Protection
referred you email to us. I enjoyed speaking with you today. We value
customer feedback and I appreciate the opportunity to address your
concerns.

I want to apologize for the difficulties you and your mother experienced
with our gate agent in Richmond. Most disconcerting is the manner in
which she addressed her special travel needs. The Air Carrier Access Act
states that Airlines must train employees with respect to awareness and
appropriate responses to passengers with a disability, including persons
with physical, sensory, mental, and emotional disabilities, including
how to distinguish among the differing abilities of individuals with a
disability. We continually stress the importance of providing efficient
care in a sensitive manner to our passengers who require additional
assistance or have any special needs I am sorry we were not in
compliance with this requirement.

Air Carriers that provide advance seat assignments using the blocked
method must not assign these seats to passengers who do not meet the
disability criteria of the Air Carrier Access Act until 24 hours before
the scheduled departure of the flight at any time up until 24 hours
before the scheduled departure of the flight, carriers must assign a
seat to a passenger with a disability meeting one or more of the
requirements who requests it, at the time the passenger initially makes
the request. Because we cannot guarantee seats after that time, we were
not in violation; however, Dana should have made every effort to
accommodate your needs.

I am also sorry a wheelchair was not readily available upon your arrival
in Philadelphia. Airlines must provide assistance in transportation
between gates to make a connection to another flight, in moving from the
terminal entrance through the airport to the gate for a departing
flight, or from the gate to the terminal entrance after an arriving
flight. This also includes assistance in accessing key functional areas
of the terminal, such as the ticket counts and baggage claim. Again, we
were not in compliance with the Air Carrier Access Act.

The details you have provided will be instrumental in helping us to
improve our service. I have documented your experience for review by the
Richmond and Philadelphia Station Managers and relevant supervisory
staff. Additionally, this incident will be discussed with the employee
and handled internally. Because of the right to privacy under the
federal Privacy Act, we are unable to provide information regarding the
outcome of our review process.

To convey our apologies and regain your confidence, I have issued two
Electronic Air Check Plus (E-ACP) Vouchers. Your E-ACP is valid toward
the purchase of travel on US Airways. Please be advised the E-ACP is not
valid with Internet bookings and must be redeemed within one year from
the date of this correspondence. In addition, please take a moment to
read the terms and conditions listed below to receive the full benefit
of this compensation. When you are ready to make your future travel
arrangements, please call our Reservations Department at 800-428-4322.
The customary ticketing fee will not be assessed at the time of booking
with our Reservations Department.

Once your reservation is complete, call our Disability number at
800-892-3624. This will allow US Airways time to contact all stations
in advance to advise them of your needs. Please don't hesitate to
contact them if other assistance is needed, as well.

The E -ACP codes are:

We hope you will give us the opportunity to create a more positive
travel experience in the future.

Sincerely,

Karen Melching
Lead Representative, Customer Relations
US Airways Corporate Office




I would rather of had an apology letter from Dana..... Really? Two vouchers that take money off at different price levels, they can keep the money!

[jimworcs]

It is a clear and direct response that is far better than I would have expected from US Airways. Perhaps because the DOT was involved in relation to compliance with disability issues. I think it is as a good as it gets, and you can be sure, Dana will be sorry she acted the way she did, whether you hear about it or not!