Disability Travel - Disabled Vet Flying United

Paws and Stripes spokesman Jim Stanek tells his 3 day ordeal with United Airlines customer service.

http://www.youtube.com/watch?v=xr93KI6vaKE

Your thoughts?

Bad bad luck on his flights......feel pity, but loves attention for himself

Iirc, attacking someone's service dog is Felony assault in the US, so United not only have an obligation to say sorry, they are obliged to hand over any surveillance footage they have to the authorities for potential criminal charges against their employee.

This was picked up by local news, who tried and failed to get a response out of United. (http://www.koat.com/news/new-mexico/albuquerque/Vet-says-airline-kicked-his-service-dog-insulted-him/-/9153728/15620570/-/item/0/-/7b8tyx/-/index.html)

Iirc, attacking someone's service dog is Felony assault in the US, so United not only have an obligation to say sorry, they are obliged to hand over any surveillance footage they have to the authorities for potential criminal charges against their employee.

This was picked up by local news, who tried and failed to get a response out of United. (http://www.koat.com/news/new-mexico/albuquerque/Vet-says-airline-kicked-his-service-dog-insulted-him/-/9153728/15620570/-/item/1/-/7b8tyy/-/index.html)

this is assuming something bad actually happened and from what i could see nothing as sinister as this person is claiming actually happened.

this is assuming something bad actually happened and from what i could see nothing as sinister as this person is claiming actually happened.

Um, I do have to make this clear again... Attacking someone's service dog is felony assault. Because it's functionally no different than kicking someone's walking stick away from them.

Nor is berating someone for asking for assistance with reading their documents "just bad luck", particularly when they have already explained they have problems they need help with.

I'm not sure what more they would have needed to do to qualify as "bad treatment" to you?

In regards to the treatment of his service dog, it is absolutely unacceptable to treat any animal, let alone a disabled veteran's service dog in such a manner. However, I have one issue with this story. In his video he mentions he DROVE to the airport to pick up his lost bag. He claims to not be able to read the reservation due to PTSD and brain injuries. Can someone explain how he is able to drive (as I understand) but cannot read a reservation? BTW, the flight schedule is below for his flight. As you can see, it operated everyday except for the 15th. I feel bad for the guy but his story seems very embellished or the details are not correct.

2012-Jul-18 A320/Q Washington Dulles Intl (KIAD) Albuquerque Intl Sunport (KABQ) 08:23PM EDT 09:52PM MDT 3:29
2012-Jul-17 A320/Q Washington Dulles Intl (KIAD) Albuquerque Intl Sunport (KABQ) 07:07PM EDT 08:22PM MDT 3:15
2012-Jul-16 A320/Q Washington Dulles Intl (KIAD) Albuquerque Intl Sunport (KABQ) 10:15PM EDT 11:30PM MDT 3:15
2012-Jul-15 A320/Q Washington Dulles Intl (KIAD) Albuquerque Intl Sunport (KABQ) 10:25PM EDT 11:54PM MDT Cancelled
2012-Jul-14 A319/Q Washington Dulles Intl (KIAD) Albuquerque Intl Sunport (KABQ) 07:22PM EDT 09:04PM MDT 3:42

This was picked up by local news, who tried and failed to get a response out of United. (http://www.koat.com/news/new-mexico/albuquerque/Vet-says-airline-kicked-his-service-dog-insulted-him/-/9153728/15620570/-/item/0/-/7b8tyx/-/index.html)

I'm a DL guy, but I just called United and punched three numbers and had a person on the line. Oh, and I can spell "workers"...

Some disabled people can drive, but have problems reading small print. Some disabled people can read just fine, but can't drive. Some disabled people can walk, but can't stand in a queue for more than a minute... Not every disabled person fits into your standardised identification of 'disabled'.

In regards to the treatment of his service dog, it is absolutely unacceptable to treat any animal, let alone a disabled veteran's service dog in such a manner. However, I have one issue with this story. In his video he mentions he DROVE to the airport to pick up his lost bag. He claims to not be able to read the reservation due to PTSD and brain injuries. Can someone explain how he is able to drive (as I understand) but cannot read a reservation? BTW, the flight schedule is below for his flight. As you can see, it operated everyday except for the 15th. I feel bad for the guy but his story seems very embellished or the details are not correct.

His story may, or may not, be embellished (I have no idea since there are no closed captions), but driving and reading are two very different skills. I know several good drivers that can't read. I don't see how this can be used as a reason to say he embellished the story.

Can you elaborate on what the flight schedule proves?

In regards to the treatment of his service dog, it is absolutely unacceptable to treat any animal, let alone a disabled veteran's service dog in such a manner. However, I have one issue with this story. In his video he mentions he DROVE to the airport to pick up his lost bag. He claims to not be able to read the reservation due to PTSD and brain injuries. Can someone explain how he is able to drive (as I understand) but cannot read a reservation? BTW, the flight schedule is below for his flight. As you can see, it operated everyday except for the 15th. I feel bad for the guy but his story seems very embellished or the details are not correct.1. You are assuming that he operated the car when he said he drove. I often use the verb "drove" to indicate the method of travel when what I mean is "traveled in a car not necessarily operated by me"

2. With a traumatic brain injury, the ability to do certain things can depend on the person's stress level - part of the job of the service dog is help them manage the stress to remain able to function. I know several brain injury persons who lose the ability to "see" small things in front of them when their stress skyrockets.

3. I thought everybody on FT knew by now what the airlines post isn't always correct. More than once I've seen on airline websites that a flight has landed when it hasn't even taken off. Generally I know it hasn't taken off because the person I'm supposed to pick up is on the phone telling me they are still at the gate waiting for a runway so they can take off, or there's a mechanical delay, or whatever the airline excuse du jour is for being late.

And no matter what anyone feels about those with brain injuries, there is never any excuse for asking someone if they are "retarded" when they ask for help.

I'm a longtime flyertalk member and contributor. I look at the Disability Travel forum once in a while because my husband sometimes needs to travel with a wheelchair. I am stunned at the responses in this thread. I did view the entire youtube video about the repeated problems Mr. Stanek had during his trip. Previous posters, did you? He had a travel ordeal if ever there was one.

This wounded veteran (three tours in Iraq, wake up people) has a service dog to help him cope with daily life. He is severely disabled, he just doesn't look like it. Service dogs take a long long time to train, they are custom trained to the recipient of the dog and his or her needs. "Sarge" is now being evaluated to be sure that she can even continue to function as a service dog. She was deliberately and maliciously KICKED not once, but twice, by uniformed United Airlines ground agents. "Sarge" was in her service dog uniform, this can clearly be seen in the video Stanek made of her during his flight. I cannot fathom kicking a dog, let alone under the circumstances described. Both of the employees who kicked the dog should be immediately fired.

I think Mr. Stanek should retain legal counsel and pursue this matter to the fullest extent possible. His video is sincere and I find no reason to think his story is at all embellished. He got mixed up about the dates, that's completely understandable. It's clear is that he shouldn't try to travel without a companion, that's how bad air travel is these days. The only mistake I can see that he made is he didn't pack his own medications and dog's food in his carry-on. Other than that, the entire onus for what happened to him is on United Airlines.

Thank you, Dianne. Sometimes people need to take a step back. You are right on all counts: first, the gentleman served three tours of duty in Iraq. My gratitude to him on that score alone is immense. Second, the dog was clearly identified as a service dog while at the airport. Even had she not, I cannot imagine a circumstance (other than being attacked) when kicking a customer's dog is ever appropriate. This working dog may never be able to work again, which means all of the time, energy and money invested in her training (not to mention the bond between her and her owner) would have been destroyed, and for what?

Not all disabilities are visible and readily apparent. Calling a customer "retarded" is not something I can even begin to understand. The vet may have some neurological issues, but those United representatives? Something is missing from their hearts and souls, and that's a lot harder to fix . . .

I cannot imagine anybody kicking a dog, whether it was a service dog or not!

I cannot imagine anybody kicking a dog, whether it was a service dog or not!

Sadly it's something that does happen. :td: The owner of a service dog can get abuse too, given my unpleasant experience a few years ago in SW London with a service dog user.

Not all disabilities are visible and readily apparent. Calling a customer "retarded" is not something I can even begin to understand. The vet may have some neurological issues, but those United representatives? Something is missing from their hearts and souls, and that's a lot harder to fix . . .
When I first read this thread and watched the video, I was so upset I entirely forgot to mention the pejorative name-calling. Deplorable and absolutely unforgivable. "Something missing from their hearts and souls, indeed."

Here's the thing, I worked for 5 years as a ticket counter and gate agent - at a major hub. I used to go down to ops (below the gates area) to be sure dogs checked as baggage were being brought out of the heat between flights, then I would go down again to be sure they got on their right aircraft at the last minute. Sometimes the rampers would get so busy they could forget and leave a dog crate outside. This is how ground agents are supposed to carry out their work day, and I had plenty that were frustrating and difficult, lots of people screamed at me. But we always took special care with disabled travelers of any type. This was 30 years ago, I guess the caliber of airline employees has really changed. :(

I cannot fathom the treatment Mr. Stanek received at IAD. He should have been handled by a supervisor or higher from moment one, and that supervisor should have put him on an alternative flight immediately. For him to have been stuck at Dulles for two nights is simply inconceivable. Also, there is a very nice USO facility in the baggage claim area at Dulles. Someone there could have helped him and accompanied him as he dealt with the hopeless UA ground personnel. Unfortunately, travelers today have to be super-prepared for any eventuality. Airline personnel won't help people as they should.

I'm going to be following this story, after all ABQ is my home airport. Mr. Stanek runs an organization that rescues dogs from the pound (AKA death sentence) and matches them with veterans, they train together. It's a truly noble cause and mission. Check out his organization's Facebook page and website - pawsandstripes.org - for updates and more information.

If the VA says the dude is disabled, then he's disabled. Don't doubt it a bit. Was his service dog kicked? Don't know. Was his service dog wearing a vest when allegedly kicked? Don't know, but certainly was wearing one when that picture was taken on the plane.

The percentage of people who might embellish such a story is exactly the same in the military as it is in civilian life. Personally, I would have felt better about his story if he hadn't plugged his business so many times, but that's just me. He obviously had a difficult time with UA employees.

I sympathize with his difficulties, but some posters in this thread are completely ignorant of military and veteran issues and seem to believe everything they read on the internet. I haven't seen UA's side of this story...do they have one?

If the VA says the dude is disabled, then he's disabled. Don't doubt it a bit. Was his service dog kicked? Don't know. Was his service dog wearing a vest when allegedly kicked? Don't know, but certainly was wearing one when that picture was taken on the plane.

The percentage of people who might embellish such a story is exactly the same in the military as it is in civilian life. Personally, I would have felt better about his story if he hadn't plugged his business so many times, but that's just me. He obviously had a difficult time with UA employees.

I sympathize with his difficulties, but some posters in this thread are completely ignorant of military and veteran issues and seem to believe everything they read on the internet. I haven't seen UA's side of this story...do they have one?

United does not deny that the incident happened. They are confirming whether the individuals involved are, in fact, United employees. Whether this gets them entirely out of the jam is, I suspect, another question (though not being an L & E attorney, I am loathe to speculate further -- it's just a gut feeling).

"We have spoken with Mr. Stanek and several United employees about the delays Mr. Stanek experienced and the assertions about the actions of our employees," Mary Ryan, spokesperson for United Airlines told Reduced Mobility Rights on Tuesday.

"We are not yet able to confirm whether all of the individuals he encountered were in fact employees of United, but we take Mr. Stanek's assertions seriously and continue our review and our discussions with him."

"So far, our only conversation with United Airlines has been with them to discuss what occurred," says Lindsey Stanek, co-founder and CEO of Paws and Stripes. "They told us they had 30 days to complete an investigation of the incident."


http://www.reducedmobility.eu/20120724234/The-News/united-airlines-investigating-jim-stanek-allegations.html

Meanwhile, the DoT has opened an investigation into the incident:

The US Department of Transportation has opened an investigation into disabled veteran Jim Stanek allegations of abuse and animal cruelty against United Airlines.

This is a developing story. Updated July 24, 20.54 GMT

Lindsey Stanek, CEO and Co-Founder of Paws and Stripes issued a statement on Sunday, saying that she received confirmation that the DoT is conducting an investigation into Jim Stanek complaint against United Airlines.

http://www.reducedmobility.eu/20120722230/The-News/dot-investigating-disabled-veteran-allegations-against-united-airlines.html

The Department of Transportation is investigating after an Albuquerque veteran said he and his service dog were mistreated by airline workers.

Read more: http://www.koat.com/news/new-mexico/albuquerque/Department-of-Transportation-investigating-veteran-s-abuse-claim/-/9153728/15809640/-/pb7jir/-/index.html#ixzz22RsViyOP

Stanek said United Airlines responded to her husband's ordeal, saying they were launching their own investigation into the matter.

"She informed him that they had 30 days to investigate this investigation," Stanek said. "I also contacted the Department of Transportation and let them know what was happening."


Read more: http://www.koat.com/news/new-mexico/albuquerque/Department-of-Transportation-investigating-veteran-s-abuse-claim/-/9153728/15809640/-/pb7jir/-/index.html#ixzz22RskALIk

United does not deny that the incident happened. They are confirming whether the individuals involved are, in fact, United employees.


http://www.reducedmobility.eu/20120724234/The-News/united-airlines-investigating-jim-stanek-allegations.html

Meanwhile, the DoT has opened an investigation into the incident:



http://www.reducedmobility.eu/20120722230/The-News/dot-investigating-disabled-veteran-allegations-against-united-airlines.html

The Department of Transportation is investigating after an Albuquerque veteran said he and his service dog were mistreated by airline workers.

Read more: http://www.koat.com/news/new-mexico/albuquerque/Department-of-Transportation-investigating-veteran-s-abuse-claim/-/9153728/15809640/-/pb7jir/-/index.html#ixzz22RsViyOP

Stanek said United Airlines responded to her husband's ordeal, saying they were launching their own investigation into the matter.

"She informed him that they had 30 days to investigate this investigation," Stanek said. "I also contacted the Department of Transportation and let them know what was happening."


Read more: http://www.koat.com/news/new-mexico/albuquerque/Department-of-Transportation-investigating-veteran-s-abuse-claim/-/9153728/15809640/-/pb7jir/-/index.html#ixzz22RskALIk

Understand UA has not denied it happened. Have they, though, confirmed it happened? I don't doubt the guy had issues with travel, though a very cursory glance at UA's schedule shows lots of ways to get from ORD to ABQ on a weekday. Not sure what the issue was with him, specifically.

The cynic in me says they mention their business way too much for me. Nearly all Wounded Warriors have done something noble at some point in their lives, but not all Wounded Warriors are nice, honest people.

Edit: Just read the KOAT story and it says frequently (and correctly IMO) Stanek "said" all this happened. I'm a little surprised other witnesses haven't spoken up, especially on the subject of UA employees randomly kicking a service dog.

One last thing..."I'm a disabled vet, let alone a disabled American, and we're supposed to have priority in getting us home," Stanek said. Huh? I'm a disabled vet and have never once thought an airline owed me any priority in getting me home or anywhere else.

It's been well over the 30 days Mr Stanek and his wife "gave" United to investigate this incident. I have sent 3 emails to their organization's website and received no reply. The cynic in me says they may have gotten some kind of settlement from UA which included a "shut up" clause, but that is pure speculation. If anyone has an update, I would be interested.

Received an email from Paws and Stripes today:

"United Airlines has concluded their investigation, stating that there is inconclusive evidence. We are still awaiting the decision of the DoT, and are seeking guidance on how to continue from here.
.
Most Sincerely,
The Paws and Stripes Team"

I think you and others are spot on. Many do not understand the "invisible" disabilities, and too many of us IMO are too quick to judge, or "sympathize" without empathy.

A good insight into what TBI (and in this case PTSD) can look and feel like can be seen in this video made by the USO of MSGT Mike Martinez deployed to Iraq 1990 / 2004.

Listen as MSGT Mike Martinez shares how traumatic brain injury (TBI) and post traumatic stress (PTS) have affected his life. http://www.youtube.com/watch?v=4gRvou5Dt3A&feature=relmfu

(I am grateful to my friends and neighbors with different abilities who have been patient enough to answer questions and educate me bit by bit. But sometimes there are videos, etc. that can also help. I think in today's cost-cutting environment, airlines do not feel they have the resources to provide sufficient training to their passenger-facing employees to always do the right thing.)


Thank you, Dianne. Sometimes people need to take a step back. You are right on all counts: first, the gentleman served three tours of duty in Iraq. My gratitude to him on that score alone is immense. Second, the dog was clearly identified as a service dog while at the airport. Even had she not, I cannot imagine a circumstance (other than being attacked) when kicking a customer's dog is ever appropriate. This working dog may never be able to work again, which means all of the time, energy and money invested in her training (not to mention the bond between her and her owner) would have been destroyed, and for what?

Not all disabilities are visible and readily apparent. Calling a customer "retarded" is not something I can even begin to understand. The vet may have some neurological issues, but those United representatives? Something is missing from their hearts and souls, and that's a lot harder to fix . . .

I'm going to be following this story, after all ABQ is my home airport. Mr. Stanek runs an organization that rescues dogs from the pound (AKA death sentence) and matches them with veterans, they train together. It's a truly noble cause and mission. Check out his organization's Facebook page and website - pawsandstripes.org - for updates and more information.

Dianne47,

I'm interested in where this story stands after 3 months. Since my email from P&S a month and a half ago I have sent them 4 more emails asking about status and received no reply. Just wondering if DOT or UA or anybody found out what really happened...

Dianne47,

I'm interested in where this story stands after 3 months. Since my email from P&S a month and a half ago I have sent them 4 more emails asking about status and received no reply. Just wondering if DOT or UA or anybody found out what really happened...Why would this guy want to answer questions from some busybody he doesn't know about what was a very upsetting experience, especially if there was some sort of settlement made? :confused:

Silence on his part is not an admission of falsehood in his tale.

Why would this guy want to answer questions from some busybody he doesn't know about what was a very upsetting experience, especially if there was some sort of settlement made? :confused:

Silence on his part is not an admission of falsehood in his tale.

Snarky name-calling aside, I get your point about the many reasons he might not want to answer questions. He did, though, put this alleged incident (and the attendant plugs for his business) on YouTube for the world to see.

I agree that silence on his part is an admission of nothing and don't believe I said or even implied that. I merely asked Dianne47, who said she would be keeping up with the story, if she knew the status. Sorry if I disturbed your Wa...

Snarky name-calling aside, I get your point about the many reasons he might not want to answer questions. He did, though, put this alleged incident (and the attendant plugs for his business) on YouTube for the world to see.

I agree that silence on his part is an admission of nothing and don't believe I said or even implied that. I merely asked Dianne47, who said she would be keeping up with the story, if she knew the status. Sorry if I disturbed your Wa...You stated that you have sent the guy 5 emails, 4 of which were unanswered, and then you keep posting questions about the case in a public forum? You describe yourself as a "cynic" regarding his story and repeatedly question his motives because he mentioned his business? Your multiple posts sure look like you doubt every word he says, but you keep pushing the issue and claim you did not ascribe anything to his silence?

If the shoe fits ...

Take a Xanax or something...I'm just another faceless drone on an internet discussion board who happens to be interested in the outcome of a story someone else posted on the internet. I asked someone (else) if she had heard anything. As I said (and meant) before, I'm sorry if my interest disturbs your universe. The Ignore function is available to everyone.