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The Water Cooler
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Oregon autistic removed from plane
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<blockquote data-quote="Glocktogo" data-source="post: 2745829" data-attributes="member: 1132"><p>The captain has ultimate authority over these decisions. However, the captain rarely ever leaves the cockpit to determine the issue themselves, due to post 9/11 security concerns. Their decisions are only as good as the information they're provided.</p><p></p><p>I've investigated legitimate security/safety concerns with passengers. I've also investigated what we ultimately label "customer service issues", which usually result from people with bad attitudes coming into contact with flight attendants with bad attitudes.</p><p></p><p>I'm of two minds on this one. First, airline customer service personnel need quality training on dealing with special needs passengers. Most of their training is purely perfunctory and designed to defend the airline against complaints.</p><p></p><p>Second, airlines like United have areas when booking to list any special needs requirements. Mom should've registered those needs upon booking, which would've been listed on the paperwork associated with that flight. Some of these requests trigger additional fees, so flight attendants are well acquainted with passengers who either feign special needs, or have actual special needs but want to dodge the associated fees.</p><p></p><p>One other option mom had was to purchase 1st class tickets, or do a last minute upgrade if available. I wouldn't automatically assume her complaint is valid without knowing all the associated facts. It's a shame her special needs daughter had to suffer as a result though. <img src="/images/smilies/frown.png" class="smilie" loading="lazy" alt=":(" title="Frown :(" data-shortname=":(" /></p></blockquote><p></p>
[QUOTE="Glocktogo, post: 2745829, member: 1132"] The captain has ultimate authority over these decisions. However, the captain rarely ever leaves the cockpit to determine the issue themselves, due to post 9/11 security concerns. Their decisions are only as good as the information they're provided. I've investigated legitimate security/safety concerns with passengers. I've also investigated what we ultimately label "customer service issues", which usually result from people with bad attitudes coming into contact with flight attendants with bad attitudes. I'm of two minds on this one. First, airline customer service personnel need quality training on dealing with special needs passengers. Most of their training is purely perfunctory and designed to defend the airline against complaints. Second, airlines like United have areas when booking to list any special needs requirements. Mom should've registered those needs upon booking, which would've been listed on the paperwork associated with that flight. Some of these requests trigger additional fees, so flight attendants are well acquainted with passengers who either feign special needs, or have actual special needs but want to dodge the associated fees. One other option mom had was to purchase 1st class tickets, or do a last minute upgrade if available. I wouldn't automatically assume her complaint is valid without knowing all the associated facts. It's a shame her special needs daughter had to suffer as a result though. :( [/QUOTE]
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