First of all, I'd like to apologize if you didn't receive the appropriate services to which you were entitled and that you should receive. I apologize to you and to any other member of the committee who may have had a similar experience.
Unfortunately, of the 52 million passengers we deal with every year, there are occasions when normal operating procedures are not followed. That's unfortunate, but every case, whether it's a customer service case involving official languages or security, we conduct an investigation in an attempt to determine the cause and to solve the problem.
In this particular case, perhaps I can give you a little information, with your permission, about—