Thank you for the questions. I agree with you on your points.
In regard to the first question, about what we are doing, many of these situations happened before we initiated a number of changes as part of our accessibility plan, which was posted last June.
In terms of mobility aids, we've now changed our policies to be much more customer-friendly. One, if we can put the mobility aid in the cabin of the plane—if it's foldable and it can fit—we will put it in the cabin of the plane. If it can't fit in the cabin of the plane because it's too large, it will go in cargo. It will go in as priority, so it will go in last and come off first. Two, customers will have the ability to go to a mobile application and monitor the status of their mobility aid in the cargo to make sure it's on the plane. Three, to protect the mobility aids, in many of our planes we put them in different compartments by themselves. In the planes that don't have separate compartments, we pack it separately, so it's not part of the other cargo on the plane.
We believe these measures will minimize and, hopefully, eliminate some of the situations you've heard of in the past.
On the second point you made, first of all, we call all customers who contact us with a negative experience. Kerianne can certainly expand on that. She speaks to them about their experience and gets feedback, and then we incorporate that in our lessons learned.
With regard to employees who make a mistake, as in safety, we want employees to tell us what's going wrong, and that's a non-punitive issue. We will train those employees to a greater degree. We'll put them through special training and re-enforce the training. If those employees are not great at that job, or do not continue to improve, we might reassign those employees, but we want to first start by training those individuals to make sure they understand the processes and are sensitive to the needs of the customers, and then we'll monitor the performance of those employees on a going forward basis.