It is complex and the system is complex. It's not just the airlines, but it's the ground crews, the airports and how all of those interact. An airline might have their own crews in one location but not in another, and that certainly is the case internationally. When we fly outside the country, into Europe, for example, or into the U.S., the crews there are not staff of the airline, so while they can influence training and can demand a certain response, there is a complexity. I think it's important to recognize that.
With that said, it doesn't excuse it, and we need to find better solutions. Training and retraining are important, but so are the consequences when things go wrong. If there are no consequences to problems, then that allows them to repeat. I think that's a really important thing to remember.
And it's not just about how we handle mobility aids—that's one thing—but how do we ensure customer service for somebody who is blind, to give them the layout of the lavatory so they don't have to pat around the whole area to find the flush button? These things are also important, and how do you handle all of that in the training? Role-specific training is important.
I can't say enough about the need for training, but ultimately it comes down to that human element, and that customer service mentality. Do we want to be the best or not? That will vary among airlines, airports, and countries.