10 april 1997 Ottawa Canada
Interesting the canes were made in Korea.  Seems a lot of
americans will happily deal with China but despise stuff made in
Korea.
If the batch of canes was defective, it is true the maker was
probably paid for them upon shipment f.o.b. Seol.  But unless the
manufacturer mends their ways, they shouldn't get any further
business!
... Two most common elements in the universe: Hydrogen & Stupidity.
--- Blue Wave v2.12 [NR]
From: hheagy@delphi.com
Subject: Re: security alert
John Edwardson
President
United Airlines
P.O. box 66100
Chicago, Il. 60666.Fax: 1-847-700-2214.
Dear Mr. Edwardson: 
Again I must report to you the ineptitude of both
United Airlines personnel and those contracted to perform services
for United.  These facts which I am about to relate,
especially on my return flight can be documented in my record by
pulling up confirmation code M.F.G.1.H.6. 
On Mar. 29 I left New Orleans to attend a conference in Las Vegas
Nevada on Flight 1233 to San Francisco connecting with flight 2570
to Las Vegas.  I got to San Francisco International without
incident.  However, when I got to S.F.I., things changed.  I was
greeted at the gate by a person who was supposed to assist me to my
connection gate.  She spoke very broken English and began walking
me for what I perceived to be a long period of time and through
another security check point.  At that time, I was then told I was
being taken to their so-called, "Service Center for the
Handicapped," where I would be taken to my flight at the correct
time.  I had only about 25 minutes to meet my flight and this
caused an unnecessary delay.  I also tried to tell the person that
there was no such rule requiring blind persons to sit in a holding
center as we were capable adults.  When we got there, she was
informed of the same by an attendant, and I was taken to my gate
where I boarded the flight.  However, I explained to the flight
agent that my flight had landed a few minutes earlier which bought
me some time, but suppose it had been a few minutes late?  This
could have cost me my connection.  
Well, how prophetic my claim turned out to be. 
On my return on April 4th on Flight 2022 from Las Vegas to L.A.X.
originally connecting with flight 1088 to New Orleans, Again I got
from L.V. to L.A.X. without incident.  However, when I got to
L.A.X., the nightmare began in ernest.  Even though I had requested
assistance to my connecting gate there was no one there to meet the
flight.  I had made it clear to all concerned what kind of
assistance I needed; that I simply needed someone to walk me from
one gate to the other and that a wheelchair was not necessary. 
Again, I had little time to meet my flight.  Again, a non-English
speaking security person came to meet me.  And again we went
through the same scenario.  Although my gate was not far, only from
83-A. to 77-A. in the same terminal, I was walked down a concourse
to another security check point and to a gate where I was boarded
onto a flight which I assumed to be correct.  
However, I found out that I was not on flight 1088
to New Orleans, but rather on flight 897 to Tokyo, Japan.  There is
no excuse for that kind of stupidity as this was in the
International terminal.  
An interesting aside to this is that I was able to walk with a
security person onto an internationally bound flight without being
asked for my passport or visa.  I could have theoretically flown to
Tokyo Japan without even being asked for my credentials.
I was then taken off the flight to a United Customer Service agent
named Areca who again tried to be more politically correct than
helpful.  As I had feared, I was informed that I had missed my
flight and had to wait for a later one, namely flight 1104.  She
also tried to skirt around the issue of a holding room for the
handicapped by telling me that they were "taking me to a place less
hectic than the gate area," to wait.  I knew instantly what she had
in mind and told her under no uncertain terms that I would not be
taken to what was called the U.M. room, that I am not an
unaccompanied minor and that I expected to be treated as an adult. 
She turned me over to yet another security person and offered me a
food voucher to pay for my lunch.  When I asked what were my
choices, I was told by Areca in a generic fashion that I could have
Mexican
food, Pasta, Hamburgers and a few other choices to which I chose
Hamburgers.  I was not told that the hamburger choice was
Macdonald's which I
would not have picked had I known.  Areca simply did not want to be
bothered, but took the easy way out and bull dosed me
into the most convenient choice available.  However, I took the
choice anyway and was walked there by another incompetent assistant
who did not read me the menu choices and ignored my concerns.  When
I voiced my opposition to the manner in which I was being treated
I was turned over to yet another assistant who was very arrogant
and rude.  I was again told that after I finished my lunch I would
be taken to the U.M. room.  Frankly at this point my patience was
gone and I laid into her rather heavily and repeated my firm
decision that I would not be taken there.  She was so arrogant that
when I asked to be escorted to a pay phone to make some calls while
I waited for my flight that when I got there and had made one call
she said, "you have to get off and go with me now."  I told her
that I was a member of the general public and was paying to use
that phone and would not be told when to get off.  She stated in an
uppity tone that I was not the only person she had to assist and
that I would do as I was told or else.  I then in an equally uppity
tone informed her that she could assist anyone else she pleased and
that I was not stopping her so please go ahead at which point she
thrust my boarding pass in my hand and left.  I didn't even know
she had it until then.  What right does she or anyone else have to
hold my boarding information?  
I find it fascinating that United personnel or their contract
people have no problem dishing out demeaning and condescending
treatment to us as blind persons, but when we assert our rights we
are called rude, belligerent and ungrateful to those who have only
our best intentions in mind and are only trying to help.  In other
words, they are too hypocritical to admit that they would not put
up with the same kind of treatment; they can dish it out but they
can't take it.
I then hooked onto a passenger who took me to the correct gate
where I waited till my flight.  
I was also told that United now contracts with a firm called
Argenbright Security in many airports for both security and
assistance services.  I do know for certain that it is the contract
company at S.F.I. L.A.X. and McCarran Airport in Las Vegas.  This
firm is totally incompetent and has no business helping anyone. 
According to a new story aired on K.N.U.U. radio the news station
In Las Vegas, Argenbright is currently under litigation for taking
items out of persons' carry-on bags at security check points.
Also, it stands to reason that if a person can't speak English,
they can't read it either.  This accounted for much of my problems.
In summary, I will say that I plan to look into pursuing legal
action if necessary against United and Argenbright as soon as
possible unless:
1.  United immediately terminates all contracts with Argenbright.
2.  That United inform all persons providing assistance that it
must be tailored to the needs of that individual person and that a
"one size fits all," method of providing same is not acceptable.
3.  That I receive an official apology from all persons involved in
this debacle especially Areca whom I hold to blame more than all
the others combined since she lied to me about her intentions.
4.  that firm and severe disciplinary action be taken by United
against all parties involved in this incident and that I be told of
their punishments and if necessary be offered a chance to testify
in this matter.
and 5.  That United not send me any more travel vouchers or
discounts as I do not plan to fly with United again except to use
up what Millage plus miles I have accumulated.  
Since this is not my first horror story involving United, nor the
first time I have reported same it is clear that travel vouchers
have done nothing to solve the problem.  I wish to know what
actions will be taken to correct this situation and I plan to
report this incident to the National Federation of the Blind, the
largest consumer organization of blind persons in the world. The
N.F.B. is seriously involved in the protection of our civil rights
to make certain that this issue does not go away.
Again, do not send me any more travel certificates as I will return
them if you do.  I have reported concerns to you in the past only
to be sent travel certificates and a jargon letter of apology which
is all well and good, but it does not solve the problems.  I want
firm and definitive action taken to correct these problems.  I want
more concrete compensation for this horrendously poor service by
United and its contracted personnel.
Yours sincerely,
Harvey Heagy
Cc. Marc Maurer, President, National Federation of the Blind
1800 Johnson St. Baltimore, Md. 21230
Fax: 1-410-685-5653
Harvey
Net-Tamer V 1.09 Beta - Registered
---
---------------