It seems we’re not in agreement about the story. There is an epidemic of people staring at trees, oblivious to the forest.

The facts are these:

- A story circulated about a woman being abandoned in a wheelchair at O’Hare
- The story spread like wildfire and was believable largely because the low service standards of AA and other airlines made it so.
- The airport security cameras, and not AA, were able to tell a different story, but that version only underscored AA’s precarious claim to know what happened. If it weren’t for the security cameras, we’d still be following the lost woman story.

AA has to own its poor service standards and shoddy management. They got lucky here, but only because the airport was diligent when they weren’t.