00:05next I'm really short on time here ID and passport now yes of course here you go I
00:13requested wheelchair assistance several weeks ago when I booked I just wanted to
00:16confirm that's all set yeah yeah let me check there are no available wheelchair
00:26accessible seats on this point I'm sorry what I made my reservation months ago and specifically
00:32requested accessibility accommodations it was confirmed well the system says there's no
00:37available seats nothing I can do about it can double check I have a confirmation email on my
00:42phone I can show you look you're gonna have to wait for a special service agent to handle this
00:46I don't have time to deal with it right now move aside so I can keep the line moving seriously
00:51this
00:52is ridiculous I planned ahead specifically to avoid this situation everything was arranged in
00:56advance like I said there's nothing I can do you need to step aside and wait for special services
01:01some people always make things so difficult the rest of us have places to be I'm simply trying
01:07to access the accommodations I paid for and that were confirmed we all have problems but some of us
01:13don't hold up the entire lines with them I just want what I paid for and I deserve to be
01:19treated with
01:20basic respect you're holding up the line wheel yourself over there and someone will help you eventually
01:37finally god next
01:51you again I already told you there's nothing I can do
01:54I'd like to speak with you about something else actually I really don't have time my name is
01:59James Morrison okay I already checked you in or try to James Morrison CEO of Tykes Airlines
02:07right and I'm the Queen of England look at the badge look at my passport check the company directory
02:13on your computer if you need to
02:24this is you're really yes I'm really the CEO of this airline I don't understand why are you I've been
02:33observing customer service and inclusivity firsthand traveling incognito to see how our staff truly treats
02:39passengers with disabilities your behavior today was unacceptable you were dismissive unprofessional
02:46and showed a complete lack of empathy for a passenger with specific needs I was just following protocol
02:52the flight was overbooked and the system said that the issue isn't the seating availability
02:57the issue is how you treated me how you spoke to me it's been a really hectic day the system
03:03has been acting
03:03up and I understand that days can be hectic but professionalism and respect are non-negotiable
03:09regardless of how busy you are I'm sorry I was stressed and I shouldn't have stress doesn't excuse how
03:17you dismissed my confirmed accommodations doesn't excuse telling me to just wheel myself to the side and
03:22wait indefinitely am I going to be written up for this this goes far beyond a write-up Lindsay
03:28our airline has a zero tolerance policy toward discrimination and poor service especially
03:33when it comes to passengers with disabilities no no no this is this was just one bad day I've worked
03:39here for four years I'm usually this behavior represents a larger issue the way you handled
03:44this situation shows a fundamental lack of understanding about accessibility and dignity
03:50what are you saying I'm saying you're terminated effective immediately
03:54No, no, you can't.
03:56Please, I need this job.
03:59You should have thought about that before treating a passenger, any passenger, with such disrespect.
04:03I'll do training.
04:04I'll take classes on disability awareness.
04:07Whatever you want.
04:08Just give me another chance.
04:09The decision is final.
04:12This is about setting a standard and changing our company culture.
04:15This isn't fair.
04:17One mistake and you're throwing away four years?
04:20It isn't one mistake.
04:21It's a pattern of behavior that we're choosing not to tolerate anymore.
04:24Every passenger who comes through here deserves respect.
04:28Disability accommodations aren't favors, they're rights.
04:31I can't believe this is happening.
04:33You need to collect your things and leave the premises immediately.
04:36Security will escort you out if necessary.
04:38You know what?
04:39This whole thing is entrapment.
04:41Setting me up like this.
04:43I didn't set you up.
04:44I simply gave you an opportunity to do your job with compassion and professionalism and you chose how to behave.
04:50This is completely unfair.
04:57Excuse me.
04:59Oh great.
05:00What do you want now?
05:02Haven't you caused enough problems today?
05:04I wanted to speak with you about your behavior earlier.
05:06My behavior?
05:07I was just trying to catch my flight.
05:09You're the one holding up the line.
05:11My name is James Morrison.
05:13I'm the CEO of Taxi Airlines.
05:15Sure you are.
05:16And I'm a supermodel.
05:17Nice try.
05:18What is this?
05:19Some kind of scam?
05:20It's not a scam.
05:21I'm genuinely the CEO of this airline.
05:23Is this real?
05:25It's real.
05:28And I need to address the comments you made earlier while I was at the counter.
05:31What comments?
05:32You were rude, dismissive, and discriminatory.
05:34You suggested that my needs were less important than your time.
05:37I was just frustrated.
05:39I was in a hurry.
05:40I didn't mean anything by it.
05:41Frustration is an excuse to disrespect.
05:43And you did mean something by it.
05:45You made it very clear you thought I was causing problems.
05:48Look, I'm sorry if I offended you.
05:51Can we just move past this?
05:53No, I don't think we can.
05:54Your behavior violated our airline's policies regarding treatment of passengers with disabilities.
05:59Violated policies?
06:00I wasn't even checked in yet.
06:02You were in our terminal.
06:03In our line, making discriminatory comments about another passenger.
06:06That's enough.
06:07What are you saying?
06:08I'm saying your ticket has been canceled.
06:10And you're banned from flying with Tyke Airlines.
06:13Uh-uh-uh.
06:13You can't do that.
06:15I absolutely can, and I am.
06:16I have an important meeting.
06:17I need to get on this flight.
06:19Well, you should have thought about that before making those comments.
06:23Please.
06:24I'm sorry.
06:25I didn't mean anything by it.
06:26I was just stressed and running late.
06:28Stress is an excuse the way you treated another human being.
06:32Respect and basic decency aren't optional.
06:34They're mandatory.
06:36This is going to cost me my job.
06:37My boss is expecting me.
06:39Then I hope you learned something from this experience.
06:42Actions have consequences.
06:44This is ridiculous.
06:46You're on some kind of power trip.
06:47This isn't about power.
06:49It's about dignity.
06:50Everyone deserves to be treated with dignity, regardless of their physical abilities.
06:54You know what?
06:55Your airline is terrible anyways.
06:57I will fly with someone else.
06:59That's your choice.
07:01But I hope, sincerely, wherever you fly, you treat your fellow passengers with more respect.
07:07Unbelievable.
07:12Some people always make things so difficult.
07:15The rest of us have places to be.
07:17Look, I'm simply trying to access the accommodations I paid for, and that were confirmed.
07:22We all have, we all have problems.
07:24But some of us don't hold up the entire lines with them.
07:28Sorry guys, let's take it back to Douglas' line.
07:29I'm so sorry.
07:30No, no, no.
07:30We'll just take it to Douglas' line.
07:32Just because it's in the same shot, we won't be able to cut to anything, so we'll have that all
07:35in one.
07:36So let's have it, uh, let's start with, maybe we can lead them in, Kelsey, with your line right before
07:41Douglas'.
07:43Wait, which one here?
07:45Uh, I think further down a little bit.
07:46Let's start where Douglas' is like, uh, I specifically did something to avoid this.
07:50Yeah.
07:51Wait, that was up a little, I think.
07:52Oh, okay.
07:53Yeah.
07:55Here, yeah, I can do this.
07:56Great.
