It would be my pleasure.
If I hear about an incident, either through one of my airport colleagues or another colleague who's received an email and it gets sent to me, I take a first glance, and then I always have help figuring out what happened by getting feedback either from the airports involved or from someone on board the aircraft. I reach out either personally or through one of my senior colleagues in customer relations. We have a very dedicated team that works on accessibility.
The point of having those phone calls is really to understand directly from the customer what the impact of the incident was on them. Often, even though I've seen some of these incidents before, I learn something new that I've never heard.
For one example, I spoke with a customer who put it extremely succinctly. This is someone who uses a power mobility aid. Whenever they travel on vacation, their vacation doesn't start the same way it does for us, when we turn on an out-of-office message, for example. They are not on vacation until they arrive and they have been reunited with their power chair. The value of that small explanation of reality from a person with a disability often comes from my ability to then take those examples back and share them with all of my colleagues. It really changes how we view things.