Chapter 20 - THE AIRLINE REVIEWThe airline’s final internal review found failures at three levels.
First:
The aircraft swap and premium-seat reduction created a legitimate operational problem.
Second:
The reservation interface displayed historical ticket codes in a way that could confuse agents about current fare status.
Third:
Dalton bypassed the volunteer process, misclassified our tickets, and selected both Maya and me for involuntary downgrade without verifying that both seats needed to move.
His comment about mobility was not found sufficient by itself to prove intentional disability discrimination.
But the review concluded disability considerations had been handled improperly because my cane was used as part of the operational rationale rather than solely for accommodation.
Dalton was disciplined and retrained.
Not fired immediately.
His union grievance reduced part of the discipline because management training and software contributed.
The airline changed:
Seat-disruption workflow.
Supervisor approval requirements.
Fare-status display.
Mandatory volunteer documentation before cabin downgrade when time permits.
Accessibility prompts.
May you like
Boring system fixes.
More useful than a public execution.
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