Procedures and compliance will never replace a genuine interest in a group who are regarded as valuable customers. A culture of customer service will result in innovation and a care and understanding that would have seen staff actively making sure no one was left at the wrong gate, or left stranded on board the aircraft. Letters of complaint would have been responded to quickly in the hope of restoring faith of that customer in the airline. Further valuable customers are treated with respect and the aim is always to delight them beyond their expectations with the level of service they get.

Where a particular group is perceived as a compliance problem the opposite occurs and attempts to ensure compliance result in procedures and systems. In other words a traveler with a disability in those circumstances is no better than an oversized piece of luggage that requires "special" care. These systemic breaches that keep occurring within the airline industry will not be fixed until they adopt an inclusive culture and recognise that a traveler with a disability is just another valuable customer who should leave the destination airport terminal delighted with their experience.