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.