Chapter 22 - ERIC DALTON WRITESDalton sent me a letter through the airline’s mediation process.

I expected excuses.
There were some.
I believed your booking was an award pair.
True.
I was under pressure to close the flight.
True.
Then:
I saw the cane and made an assumption that moving you and your daughter together would be simpler than separating other passengers. I told myself I was preserving your needs when I had not asked you what you needed.
That was better.
Then:
When you stood, I saw that it caused you pain. I still did not stop because I was focused on completing the seating change. I am ashamed of that.
I read that twice.
No salute.
No veteran worship.
The actual harm.
A man watched another man struggle upright and treated it as workflow.
I replied once.
May you like
Thank you for naming what happened accurately.
Nothing more.
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