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Flying for people that use wheelchairs is not easy or comfortable.
Most flights have at least 1-2 issues related to poor crew training and broken processes.
On a recent flight the crew made a series of mistakes, the worst of which was literally dropping me on the floor.
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Most flights have at least 1-2 issues related to poor crew training and broken processes.
On a recent flight the crew made a series of mistakes, the worst of which was literally dropping me on the floor.
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When things like this happen (this is not the first time) I start by contacting the airline with two polite requests.
A) A full refund of my ticket as well as anyone that was traveling with me (most often my family). I always ask them to donate the refund to Unicef.
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A) A full refund of my ticket as well as anyone that was traveling with me (most often my family). I always ask them to donate the refund to Unicef.
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B) I ask them to share with me their current processes and how they are going to change them to make sure this doesn't happen again.
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Inevitably the first response from the airline is a weak apology, often they point at the airport as being at fault, etc
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Inevitably the first response from the airline is a weak apology, often they point at the airport as being at fault, etc
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Never do they accept my requests in the first go. Customer service teams are often trained to say no.
My next email to them usually includes a fair amount of chest thumping. I explain to them that I have access to resources most people don't.
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My next email to them usually includes a fair amount of chest thumping. I explain to them that I have access to resources most people don't.
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For example lawyers and PR firms. And I tell them that this is very personal to me and that a storm is coming.
In short I go full asshole.
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In short I go full asshole.
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At this point my emails get escalated to a new team.
They most often try to offer me something like a few hundred $ towards a future flight.
I then say no and explain that I'm lucky enough to not need the money. My main drive is to fix the issue.
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They most often try to offer me something like a few hundred $ towards a future flight.
I then say no and explain that I'm lucky enough to not need the money. My main drive is to fix the issue.
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Usually this goes on for 1-2 emails.
At which point I tell them that I've had enough and that any future discussions will go through my lawyers and PR teams.
I share with them my background and explain how this will play out.
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At which point I tell them that I've had enough and that any future discussions will go through my lawyers and PR teams.
I share with them my background and explain how this will play out.
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Now a new team typically responds.
They most often accept my original requests.
They issue the refund and share what policy changes they will be making. I most often need to add a few suggestions that they accept.
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They most often accept my original requests.
They issue the refund and share what policy changes they will be making. I most often need to add a few suggestions that they accept.
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Anyway, the point is:
Privilege can be used to fix institutional issues.
Those of us with the opportunity can help those that don't have the same options.
If you can please go forth and fuck some shit up.
9/9
Privilege can be used to fix institutional issues.
Those of us with the opportunity can help those that don't have the same options.
If you can please go forth and fuck some shit up.
9/9
