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TV tonight: the shameful reality of what flying is like for disabled people
(www.theguardian.com)
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When nobody trains people as to the difficulties and ways of approaching problems with disabled people, everyone doesn't know what to do. When people don't know what to do, they improvise. That's disaster, pain, and damage to a disabled person with basic, but definite needs.
There's no reason an airline shouldn't provide both adequate training for personell on how to properly help, talk to, and assist disabled people, but they should also be sure their disciplinary system is setup to find, retrain, and possibly fire people that refuse to treat the disabled with dignity, respect, and kindness.