The link worked last night. I tested it. Not sure what happened. Maybe NBC News took it down. Anyway, it still shows a lack of care and concern for disabled customers. Back in 2001, US Airways was fined for this same infraction, and I was part of the process to identify the root causes of the service lapses, and to devise solutions to minimize, or prevent Part 382 Air Carrier Access Act violations by the company. Fines and bad publicity can kill a company over time. At that point, there was a huge focus on doing the right thing and it was a significant priority. Now, it seems the priority has shifted under the America West regime. I am sure the same types of violations occur with other carriers, however, with the aging population in the U.S., look for more of these DOT fines across the board. I thought the procedures that U.S. implemented in 2003 were very comprehensive and able to withstand any scrutiny from the DOT because they worked. We drafted plain language policies and procedures that were available via the US Airways website, through printed communication at the ticket counter, and through standardized reservations scripts that absolutely made sure the customer was advised of the type of service they would receive. Additionally, all US Airways airport personnel and contracted service providers were retrained and given tools to track the service given to disabled and elderly customers. Unfortunately, it appears that US Airways CSA and/or contracted personnel may not have followed through to the satisfaction of the DOT, or, the customer just didn't receive what they thought was expected. No matter how much information you give to customers to let them know what to expect, or what their participation in the matter involves, there is always room for interpretation. This is why lawyers exist within the DOT, so that any gaps in communication from airline personnel, or actual service failures can be adequately determined. When I was involved in investigating Part 382 issues from 2001-2006, I thoroughly investigated each and every complaint that was received by US Airways or forwarded by the DOT. In 99.9% of the cases, it came down to customer perception alone, and not an actual service failure, and was not a violation that was subject to a fine. It appears the focus was lost and maybe the DOT has a case.
