Thank you for the question.
The short answer is no. I think there are good intentions, and I don't think, necessarily, that the content of the training is bad. I think the content, in most cases, is probably good. I think this is a situation where it needs to be repeated and repeated again. Also, there needs to be some enforcement and follow-up if it's not working, and some change if it's not working.
However, it ultimately comes down to customer service and human interaction, and some of that can't be regulated and or trained. Some of it is about the people, and I can tell you that there are lots of really good people doing this work and lots of really good experiences that people have. The unfortunate challenge is that unless it happens every time, we still have problems.
I'll give you an example very quickly. A couple of flights ago, I was sitting, waiting for the crew to put my chair on the plane—which they are doing now and which I appreciate. However, there were other crew members—baggage handlers—standing on the bridge behind me. They said something like “What's taking so long? Why don't they just strap the wheelchair on top of the plane like they do with bikes on cars?”
It's that kind of insensitivity that allows for mobility aids to be tossed, dropped and left behind. It's an insensitivity that training might address—or it might not. However, if it doesn't, I would argue that there needs to be more training and that it needs to be repeated.
I think that's the piece we have to get at, and it's difficult. It takes time.