Category Archives: rant

The Ignorance of Well Doers


**WARNING**Possibly triggering material (abuse/sexual assault)**WARNING**

A gentleman I know recently wrote an Opinion piece in the local newspaper back home in Huntington, WV. The column is entitled Is Cosby a Victim of Questionable Accusations?

I was stunned and hurt by what he wrote. I have blogged about my own struggles with sexual assault and how abuse in general results in psychological issues that can wreak havoc on a person’s life. Individuals who are truly informed about sexual abuse can be empathetic, yet it is distant to the understanding from someone who has survived it.

Just imagine….

Someone in the mall looks a little too similar for your comfort, so you avoid going into the store to buy those shoes you need.

Your boss says something to you, and your skin prickles, heart races, breath shallow, palms sweaty. You just need to get away as soon as possible.

A co-worker makes an inappropriate joke, and suddenly you feel that phantom hand caressing you there

A stranger compliments your appearance, and your defenses go up, waiting for when he will make his move.

Your lover touches you a certain way, and you cry and push to get away.

These things are similar to what survivors experience for years after the abuse; many times they experience it for the rest of their lives.

Yet we should expect them to report it right away? Sometimes it feels safer to hide from it as much as possible. When your subconscious forces you to relive feelings and responses in the most mundane activities in life, it becomes a blessing not to have to consciously think or talk about it. Survivors who report the abuse – regardless if it’s right after or years after – demonstrate a level of mental courage that many people cannot fathom. Hell, it takes an insurmountable amount of strength to live with this on a daily basis, regardless of whether the crime is reported (RAINN statistics suggest that more than 50% of survivors never report the abuse).

For Cosby, it’s unlikely that any criminal proceedings will occur because of the statute of limitations. To me, it’s an error in awareness to think that his accusers have suddenly come out of the woodwork. Cosby settled on similar allegations in 2006. They didn’t just come out of the woodwork – the murmurings of such despicable behavior have been around for years.

I was stunned and hurt by what he wrote. Unfortunately, I wasn’t stunned that someone would have these views. The knee-jerk reaction to distrust the accusers is an internalized by-product of the rape culture, even by people who are meaning to do well (“because Bill Cosby, in my wildest imagination, would never have had any reason to behave so irresponsibly and criminally”).

I was stunned because it came from someone that I thought cared about me and my experience. Given his responses to the comments people have made, I have to question just how aware that caring is.

Bless the survivors – those who report, and those who don’t.

If you’re a survivor or someone who wants to learn more to support the survivors in your life, you can find a wealth of information and resources at RAINN: Rape, Abuse and Incest National Network.

My Advice to Current Employees


This is also taken from my exit interview. Again, this is solely my opinion based on my experience with the company for the past 12 years.

Would you recommend employment at the company to a friend?

Not only would I NOT recommend the company to a friend, I have some advice to current employees. Quit. You deserve better than this. And if you have a life situation where you can’t quit, UNIONIZE.

Sally Field in "Norma Rae" - Twentieth Century Fox Corporation, 1979, directed by Marin Ritt.
Still of Sally Field in “Norma Rae” – Twentieth Century Fox Corporation, 1979, directed by Martin Ritt.

Great prices! What about the workers?


When a company grows, it’s usually a good thing. However, there is the real possibility of too much of a good thing being bad.

I’ve seen people run companies like a Wall Street portfolio. Diversification is key. When you diversify, you’re not investing all of your money in one thing…one thing that could ultimately fail. Creating different sides of the business, and even acquiring subsidiaries, not only ensures that you will strengthen your main business, but you will also have reach into many other businesses as well. You can do this by breaking off parts of the company under different names, and as long as you don’t focus too much on one side of the business, you don’t risk the hackles of anti-trust lawsuits.

Add to this an intense focus on retail growth by worshipping your customer base, and you have the recipe for building an empire.

But to what human cost?

When you live in a consumer culture, investing in customers is a no-brainer. It’s simple when the average individual has been socialized from birth that buying random products that in no way fit any real world need, all in the name of proclaiming a socially constructed status that says, “Hey! Look at me! I’m cool, and important, because I have all of this STUFF.” Well, it doesn’t take a genius to figure out that loyal customers will continue to pay to buy their fictional happiness and the fat-cats at the top will continue to get fatter.

How are customers impacted? Well, they have it good for a while. With a focus on low prices, customers can buy even MORE of what they don’t really need. But think of this, as the company grows, becomes better at its various business interests, what will this do to the market in the long run? What a lot of people don’t realize is that the tendency of capitalism is toward monopoly. You may ask, how so? Think of completely free, open market competition – no holds barred. In any competition there are winners and there are losers. Our government has recognized this, and this is why we have anti-monopoly laws. But even when it doesn’t come down to just “one company,” the consumer choice will become fewer and fewer.

So what of the company that has diversified its business? Surely it couldn’t corner the market in every side of its business dealings. However, when one side of the business does well, that spendable income can be used to boost the competitiveness of other businesses. And when all of the businesses focus on having the lowest prices…well, we’ve already talked about the tendency of capitalism and competition. 

All of this culminates in one company being able to corner multiple markets. As a reasonable people, what do we think will happen when said company controls market share and the competition either folds or just cannot keep up anymore? Quite simply, once a business controls the market, they can then control the price of products with little regard to having the lowest price because they have the only price 

Even if prices do not go up because the business wants to maintain consumer loyalty, how can the business continue to remain relevant, particularly if new competitors come on the scene? There are multiple ways that companies cut costs, mainly by controlling overhead. What is one way to control said overhead? Workers. Either by outsourcing the work to cheaper labor or by underpaying the non-union workers that are currently employed. A very easy way to do this is if the workers actually BELIEVE in the cause, so much so that the idea of lower pay or perceived mistreatment does not even enter the collective mind. Corporate enculturation. Enslaving the masses is easy to do when they’re willing to be enslaved, or better yet they don’t even recognize they’re being exploited.

When thinking about big companies that do things such as this, one very simple thing to do is follow the money and ask who benefits. Do consumers benefit? Absolutely. Do the shareholders benefit? Sure. Upper echelons of the corporate structure? Without a doubt. What about the workers? All the way from the front line to upper management (below VP level). If long-time employees struggle to take care of their own families and are urged to be “happy” with minimal increases (if any), is it really worth it? Even more so, what about the conscientious consumer? When thinking customers learn how workers are expected to overwork themselves, put the company before family, manage any illnesses that come about because “customers” come first and be content with this mission when annual take-home income actually decreases…aren’t those the seeds for boycotts? You would think that someone in PR is thinking about these things…and of course directing the company to provide a few more crumbs so that the working masses do not revolt. 

When health care and mental health professionals speak of seeing trends with a particular company in that multiple employees are patients because of stress and anxiety-related illnesses, surely there is something more that needs to be investigated.

As consumers…as employees…as decent individuals, we need to start asking these questions. And for the love of all that is holy, if you find yourself in a situation like this, and there’s no union…start educating yourself quickly. Remember, if it’s bad in “good times,” just think of the outcome when times are rough. It won’t be the company’s elite that has to lower their living standards…it will be the workers.

The Complexity of Simplicity


scary+poltergeists (1)WARNING: Possible triggering material.

Oh, God, I forgot the belts….

That’s the first thought I had when I read the details of Robin Wililams’ suicide. I forgot the belts.

A little over twelve years ago, I was working as a Human Resources Specialist. I became friends with one of the managers there, a young man named Andrew. He was quiet, not very social, timidly nice with a dry, sardonic sense of humor. We were “work friends,” meaning that we interacted as friends at work, but not in our personal lives.

Then one day I got the call. I was sitting in my office, doing my normal duties and Andrew’s manager called me. She had Andrew on the line. She was worried because he hadn’t showed up for work, so she called to check on him. She wanted me to talk to him because he was emotionally distraught and close to the edge. I anxiously accepted the call. In a cautious voice, I said, “Hello, Andrew. What’s going on?” He replied, “I don’t know. I’m thinking of killing myself. I was getting the rope ready when she called.”

In one way I was numb. In another way, I went into crisis mode. Thankfully while I was in college I had done some peer counseling and was even trained in crisis counseling. I continued talking to him, mostly listening. Letting him talk. Giving him the opportunity to let out whatever he felt comfortable releasing. Once I felt that he was in a calmer space, I told him I was coming to his apartment and had him agree to do nothing until I got there. I then transferred the call back to his boss and directed her not to let him hang up, but to keep him talking. 

My boss was unsure as to whether I should go when I explained everything. I told him that I had done peer counseling with depressed people, I had experience (didn’t mention my own failed attempts), and I knew I could help the situation. His boss was adamant, I should stay at the office because it was too dangerous. What if Andrew did something to me? That possibility was the farthest thing from my mind. I was confident that he wouldn’t do anything to hurt me, but my boss’s boss wasn’t sure. My boss, although he was a jerk most of the time, finally agreed with me and told me to go. When his boss asked what he was going to do if something happened to me, his only response was, “Well, then it will be one helluva worker’s comp claim.”

I arrived at Andrew’s apartment. When he opened the door, the only word I could think to describe him was hollow. That’s what his eyes were…hollow. Almost like Andrew wasn’t there anymore. He was, but wasn’t. He invited me in and said that his boss was still on the phone and wanted to talk to me. His phone was in the bedroom. I walked through the living room, and the first thing I saw was part of a rope hanging over his bedroom door. The rest of the rope snaked on the floor around his bed. I stopped and just stared at it, a weird, unreal feeling filling me. I had to remind myself that I needed to take care of this, deal with my own baggage later. So I hesitantly, and painfully, stepped over the rope to get to the phone. I let his boss know that I had arrived, things were fine, and I would take over from there.

Andrew and I sat in his living room and talked more. Again, I just let him say whatever he needed to say, keeping my facial expression as neutral as possible. Given my own struggles, it was hard – and rather triggering – to hear some of the things he was saying. But I couldn’t let him see that it was upsetting me. That wouldn’t have helped him and would have likely made things worse. After talking for about thirty-five minutes, I got him to agree to go to hospital. I didn’t want him to be surrounded by strangers at this critical time, so I offered to drive him. He thanked me. It was the first spark of him I saw in his eyes. 

We arrived at the local mental health hospital. After briefly discussing things to the admin, we were escorted to a private room so initial assessment could be done. After taking basic information, the woman told Andrew that she needed to know more about what was going on, and if he felt comfortable, she could talk to him alone. I started to get up, saying that I would wait in the lobby. Andrew looked at me and said, “No, please stay.” In that moment, although we were close to the same age, he reminded me of a lost child, desperately wanting someone…anyone…to take care of him. I sat back down and listened.

I learned more private things about him that day than I ever knew about anyone in my entire life. It was the rawest, realest experience I have ever had. Andrew didn’t just have a case of the blues. He and I actually had some things in common, although I had never told him. As a child he experienced sexual and repeated physical abuse. On two occasions a family member had tried to kill him. Once by stabbing him in the left side above his hip. The second time by hitting him in the head with a baseball bat, an injury that had caused frontal lobe damage. As if this weren’t enough, he had been wrestling with something that he hadn’t been able to control – the voices. He heard voices. Sometimes the voices told him to kill himself. Other times the voices told him to kill other people, just randomly kill people. He said he just wanted it to stop.

After he explained everything as best he could, he was admitted for inpatient treatment. I gave him a hug and promised to visit him the next day.

I couldn’t return to office. I drove back to my apartment and finally let it all wash over me, crying the entire time and even after I got home. I hurt for him. I hurt for myself. I hurt for the number of college students that I had talked to who were also on that ledge. One thing was clear…I was committed to helping Andrew. 

I visited him in the hospital every day. Since he couldn’t leave, I would bring him whatever he wanted, which was usually cigarettes and Mountain Dew. I would spend my evenings just talking to him, letting him know some of my story, and teaching him different ways that I meditated. During this time he told me what the official diagnosis was – schizoaffective disorder. He had been prescribed multiple anti-psychotic medications, in addition to group counseling and individual Christian counseling. He spent his days working on himself, then would spend the evenings with me just trying to relax. 

Unfortunately, his insurance only paid for two weeks of inpatient treatment, so after fourteen days, although he was not much better, the hospital released him under the guidance to continue the medicine and counseling sessions. During that entire time I visited him every single evening. His parents didn’t visit him at all. Along with his childhood experiences, the fact that his parents couldn’t be inconvenienced to visit him in the hospital was a fact that caused a great deal of anger within me. I seriously felt like the abuse was continuing. Even if it was no longer physical abuse, it was emotional abuse…the scars of which can be much worse.

The day he was released, I drove him to his apartment. The first thing I did was gather up all materials in his apartment that could be used to hang himself. Rope. Cords. Neckties. I placed everything in the trunk of my car and told him that once he felt more comfortable and wasn’t tempted to use these things, then I would return them to him. 

But I forgot the belts. 

The weeks following were tumultuous. He continued the treatment and tried to work some. He would come over to my apartment and hang out with me and my friends. Our friendship grew even more. Although we were only friends, our shared experiences created a bond between us that wasn’t necessarily romantic, but it was a type of chemistry that in some ways went beyond anything you would feel in a relationship. We were kindred souls. A memorable time was one evening at my apartment, we had been chatting and drinking with friends. I had drank a little too much and was quite tipsy. Because of his medication Andrew hadn’t drank anything but Coke. When he went to leave, we were standing on my porch. I tried to hug him, but in my slightly drunken state I almost fell the few feet off the porch. Andrew caught me. As he held me in his arms, I looked up into his face, and he whispered, “Don’t worry. I won’t let you fall.” After everything he had been through and was going through, he wouldn’t let me fall. It was one of the most precious moments in my life. That’s how we were. Nothing romantic, nothing sexual, not “normal” friendship, but that closeness that can only be created when people find comfort in each other. 

Not long after this, Andrew was hospitalized again. This time he recognized the warning signs and took himself to the hospital. He called to let me know, and again, I spent almost every evening visiting him (I did miss one evening of visitation with the second hospitalization). This time, his parents finally saw fit to visit him…one time.

As I saw everything that Andrew was going through, I had a bit of a moment of clarity. Up until then, and because of my own experiences, I was adamant that suicide was a great evil. Everyone who has these thoughts should get help, and it will get better. With Andrew, I realized that we had come a long way in science, medicine, and our understanding of mental illness. Unfortunately, we haven’t gone far enough. The bleak reality is that for some people, the only way to truly get the pain to stop is to end it themselves. I’m not saying that I support suicide, as I would never encourage it or suggest that it’s the only way out. I’m just saying that I came to an understanding where the sadness and anger over it melted away. I knew, without a doubt, that regardless of what I did, what medications there are, what therapists said…if a person decides to end it, they’ll end it, and the only thing that I can really do is be a friend.

So for better or worse, I had one of the most difficult conversations that I could with Andrew. We sat on his hospital bed together, facing each other. I told him that I had come to realize that with some people, even him, this is a decision that is made because the pain is just too overwhelming. I said, “I know that regardless of what I say or do, one day, you might make this decision for yourself. I won’t judge you. I won’t think less of you. I just want you to know that for as long as you’re on this Earth…whether it’s a few more days, a few more weeks, or until the age of ninety….there’s at least one person who cares. And if you ever do make that decision, please try to find a way to say good-bye.” He nodded, told me if it happened, he would say good-bye, and that he loved me. It was both the most heart-wrenching and peaceful conversation I have ever had in my entire life. 

He was shortly released. Again, his insurance only paid for two weeks, although again, he wasn’t much better.

Because of all of the missed work and pressure, Andrew resigned his position. We accepted his resignation, and to me, it was in part a blessing. I knew that the stress of work would only aggravate his condition, and it wasn’t healthy for him. The problem was that without income, he made the difficult decision to move back in with his parents. This option scared me. With what I knew and the anger still brewing inside me, I felt like going back to his parents’ home was like going back to the lion’s den. It would be just as dangerous for him as work was. But, I couldn’t afford to take care of him myself, and he felt like he couldn’t “inconvenience” any of his other friends, so he went back to his home, the place with so many dreadful memories. 

He tried his best. He continued treatment and given his situation, he applied for disability benefits. As happens too often, his SSI disability claim was denied. I was shocked. How could any rational person think that he, in his condition, was able to work? Even more, with having a history of hearing voices that told him to kill other people, isn’t there any other implication of having him in the workplace with others? Still, his claim was denied, and he became desperate. He wanted money so that he could move back out from his parents’ house. Yet, without the disability, he did the only thing he knew to do – he got another job. I was convinced that work stress would only land him back in the hospital – or worse – but tried to be as supportive as possible. 

During this time I took a different job. I was just getting settled into my position when my sister called my office. Thankfully I was able to take the call when the phone rang. She said, “I wanted to call and tell you because I didn’t want you to hear from someone else. Andrew is dead.” I just nodded and took it all in, saying, “okay…okay…okay…okay….” When I hung up the phone, I couldn’t keep myself from sobbing loudly and uncontrollably. Thankfully a dear friend took me outside and walked with me, just being with me, until I was calm enough to drive home. 

When I got home, I turned the TV on to a random station, just to have the background noise. I then called his parents. I had never met his parents because quite frankly, I didn’t trust what I might say to them if we were face-to-face – they lived over an hour away, so there wasn’t even the possibility of a chance meeting, for which I was thankful. But given the circumstances, it felt like the right thing to do. His dad answered the phone. When I identified myself, he gave the phone to Andrew’s mother. They had already had the funeral. The arrangements were made very quickly. They found him in his bedroom. It happened November 27th, the day after my birthday. She said, “I know we’ve never met, but Andrew talked about you all of the time. He really thought the world of you.” 

After I hung up, I became very angry. I was angry that he didn’t find a way to say good-bye. Logically I knew that in that moment, most people are not going to notify anyone, once they have made that final decision. Doing so means that someone might try to stop things. Still, I was angry. I paced back and forth in my apartment, crying, screaming in frustration. Music from the TV caught my attention. It was a song I had never heard before, and it had a very somber melody. I started listening to the words, which made me cry even more. In that moment it was as if he was giving me my good-bye:

In the gloaming, oh my darling
When the lights are soft and low
And the quiet shadows, falling 
Softly come and softly go
When the trees are sobbing faintly
With a gentle unknown woe
Will you think of me and love me
As you did, once long ago?
In the gloaming, oh my darling
Think not bitterly of me
Though I passed away in silence
Left you lonely, set you free
For my heart was tossed with longing
What could have been could never be
It was best to leave you thus, dear
Best for you, and best for me
In the gloaming, oh my darling
When the lights are soft and low
Will you think of me and love me
As you did, once long ago?

I don’t think bitterly of Andrew. I think fondly of him. I’m honored that he shared some of his life with me. I take peace in the fact that his pain has ended. 

And that’s what it comes down to. When talking about mental illness and suicide, though circumstances are complex, your response should be quite simple. We don’t need your approval or disdain…your support or encouragement….your judgment or understanding. All we need, quite simply, is your compassion

The Upside of US Airways


Now that I have cathartically cleansed myself of the main negativity of the experience (writing is good for cleansing), I want to talk about the positives. And I mean more than having some interesting character inspiration for future novels.

Just as my good friend Raymie White pointed out, “we should try to take time to send notes on really good customer service people too.” I actually did take the time to do this, but I admit that I could have done much better.

It’s all on me – I failed in the respect that I didn’t make the extra effort to get the names of the people who demonstrated just how good at their jobs they really are. I provided as much identifying information as I could to US Airways so they could be commended for their commitment to performance quality. Because of this entire experience, I’m going to commit myself in getting the names of those extraordinary people who not only take pride in their jobs, but who also interact with the public in such a way that they are the foundation for building brand loyalty.

Again, I apologize that I don’t have their names, but much heartfelt thanks go out to the following individuals:

The female flight attendant on the flight from Seattle to Charlotte, NC on September 4, 2013. She was not only gracious, but she made my daughter smile, which actually meant more to me than just about anything.

The younger male counter clerk at HTS on September 20, 2013. I know his job with interacting with me was made difficult by the interruptions, but he remained calmed and poised and never once said anything out of the way. Others could most certainly learn from his excellent behavior.

The flight attendant on the flight from HTS to CLT on September 20, 2013. She was not only efficient and polite with her normal duties, but she showed urgency layered with good manner when addressing a passenger she thought was smoking. He wasn’t – he attempted to puff on an electronic cigarette, which is also not allowed. Through the whole episode, she maintained a good, but firm demeanor. Even in the face of confrontation, she handled herself professionally. She is truly to be commended.

The female gate agent at gate B4 in Charlotte for the last US Airways direct flight to Seattle. After the debacle with the special assistance I was supposed to receive, I was in an extreme amount of back pain. She not only showed concern and sympathy, but she even checked on me after I boarded to make sure I was okay. I don’t know her name, but I will never forget her.

The male flight attendant on the CLT to SEA flight on September 20, 2013. He also made it a point to check on me to see if I needed anything and showed concern when he saw me crying. He didn’t have to, but showed the type of humanity and concern for others that is a step beyond the normal expectations for a service position.

Looking back on the experience, I’m saddened that I didn’t get these people’s names. They deserve that much, and I feel like I have disrespected them for not doing so. That was never my intention, and I genuinely hope that US Airways follows through on recognizing them for being the outstanding examples that they are.

Bravo to all of you. You all were truly a refreshing reminder that it’s the individuals that make the impact, not the company.

US Airways Saga Continued


Again, instead of writing about the situation more, I present you with the last e-mail I sent to US Airways customer relations.

Readers, I urge all of us to be more diligent with our interactions with companies. Don’t pay for bad service – if you’re going to spend your hard-earned money, demand the best…or at least demand to be treated with decency and respect.

Also, it’s a good idea to research companies before you give them your money – a lesson I have learned. If you look at customer satisfaction data such as that  from J.D. Power and Associates, you’ll learn that customer service is something that US Airways is not exactly known for in their business.

Text of e-mail:

We finally made it home on the flight the next day, September 20, 2013, but not without further aggravation. 

This Jimenez person – who identified himself as a so-called manager – was there to make matters worse. I know that his explanation will be that I was rude to him on the evening of the 19th. I admit, I did become indignant with him AFTER he was ill-mannered enough to interrupt me when I was talking. 
 
When my daughter and I arrived at the HTS airport on the 20th, I became concerned because I saw that the flight was delayed by 20 minutes again. I was especially concerned about this because it was the same situation as the day before and Jimenez had advised me that we would be better off staying in Huntington because we would likely get stuck in Charlotte because it was the last available flight to Seattle. I began talking to the counter agent that had checked us in, a young gentleman who was very polite and had assisted us with courtesy and grace. Jimenez was standing beside him. As I was expressing my concerns to the agent, Jimenez felt the need to interject himself into the conversation. I told him bluntly that he was rude to me the day before, therefore I wasn’t talking to him. All I wanted was assurance from the gate agent that although we were facing the same circumstances AGAIN, we wouldn’t have the same fate as before. The agent advised me that the computer screen showed that the flight would arrive just 2 minutes later than scheduled. I did not understand this on how a flight could be 20 minutes delayed, but still arrive pretty much on time. The only thing I could think was that maybe the weather pattern was different and the winds were more favorable in speeding up the trip. The agent couldn’t even get that far in any explanation because although I told Jimenez I was done talking with him, he continued to interrupt and force himself into the conversation only aggravating the situation even further. His display of contempt and rudeness was highlighted by a condescending attitude, and once I got fed up and started to walk away, he offered the solution of canceling the ticket and refunding my money. 
 
The nerve! This is really how your so-called managers treat people? How US Airways allows someone like this to interact with the public is an absolute marvel to me. For any of the other issues we’ve had to deal with on this trip, he was the absolute worst and made everything else look perfect in comparison. The fact that someone so callous and impolite is a manager at HTS indicates either a serious lack in training or a seriously low standard in hiring practices. He is not only an embarrassment in his inability to de-escalate upset customers, he’s a poor example to the employees who work for him. Instead of handling the situation and making it better, he actually escalated it and made it worse. I urge you for the sake of other customers who may have bad experiences to require him to go through remediation training to learn soft skills. When someone is upset, the last thing you should do is raise that emotion to anger. That is the basics of customer service. Not only that, it’s the foundation of decency when interacting with others, something that Jimenez showed that he is seriously lacking.
 
Lastly, the icing on the cake in this situation was the fact that on the 19th, Jimenez had tried to assure me that these delays don’t happen very often. THAT’S when I became indignant because my personal and professional travels through HTS have shown me differently. He just kept repeating that same phrase again and again although I had told him that what he was saying didn’t mean anything to me, and I didn’t want to hear it. Well, it’s obvious that he doesn’t listen because he just kept on aggravating the situation. Then what ultimately happened? The very next day the exact same delay happened with the exact same flight (US Airways 4236 from HTS to CLT). So much for it not happening very often.
 
My daughter and I were able to finally make it home on the 20th. We did arrive at CLT only 2 minutes later than scheduled, just like the counter agent said, but was unable to further elaborate on because of Jimenez’s interruptions. Unfortunately this outcome still makes me suspicious – we were able to make it when the known circumstances were the same as the day before, yet Jimenez had suggested that we stay another night in Huntington and rebook. Why did we get stuck another night? Was there another factor that no one could seem to explain, or does this alleged manager not really know what he’s talking about and only further inconvenienced us with no real reason? I will probably never know. At this point, I’m fine with never knowing. 
 
The totality of this experience has strengthened my resolve to never fly with US Airways again. If this is the service I pay for when traveling with US Airways, it’s totally not worth it. I can be treated badly for less money – actually, with Delta, I get cheaper rates and better service, making your offering completely superfluous. 
 
I will also continue to discuss this experience with friends, family and on social media. Further, given the grave indignity of this individual, a physical copy of this complaint is being mailed to US Airways corporate headquarters.