Was this passenger removed from the airport because of a battery?

Diana Lawson, 60, a self-professed “knitting grandma,” recently traveled to Lubbock, Texas, with power tools in her luggage. On her return flight, she was denied boarding and removed from the airport by two police officers and two American Airlines employees. She flew a different airline the following day and wants compensation from American.

But Lawson’s version of what led to her removal is different from American’s, and her entitlement to compensation is in question. This is a cautionary tale about knowing both flight packing rules and what not to say when airline employees ask safety questions.

After more than a day working on “a low-voltage cabling job,” Lawson simply wanted to return home to Phoenix. When she arrived at the airport to check in for her flight, the American Airlines employee asked the standard security questions, including whether or not she had packed any lithium batteries in her checked bag.

I’ll let Lawson tell her version of the exchange:

I was either asked or volunteered (I don’t remember which) that I was carrying a drill with a lithium ion battery. I was asked to remove the battery from the drill and put it in my backpack. I mentioned this was different from the last time I traveled and the last time my husband traveled, both on America West flights from Phoenix to Lubbock for work with the same drill.

The representative then told me [the] prior agents were wrong, and it was dangerous to travel with the battery in my luggage and I should be sure to never do it again. I told her I would continue checking baggage, doing whatever I was told to do, but wasn’t going to volunteer to remove my battery if I wasn’t asked.

[Note: If Lawson flew on America West, she must have done so before 2005, when that airline merged with US Airways. That was well before there were regulations governing lithium batteries in checked luggage.]

The exchange apparently continued, with the check-in agent informing Lawson that the “fine print” on the ticket she purchased indicated that the batteries can explode in the luggage compartment. That might have been the end of it, but Lawson had to be sure the agent knew she was unhappy:

I felt she was completely insincere when, after her lecture, she said “have a nice day” so I responded with something along the lines of next time say it like you mean it.

Lawson proceeded to the gate area to wait for her flight to board, but she wasn’t going anywhere that day. The gate agent paged her, and she approached the desk where two other gentlemen also stood. One of the men said she was paged because of her luggage. Lawson claims she thought the men were talking about the tools in her luggage and stated her reason for flying to Lubbock. The agent corrected her assumption, stating that they were “far more interested in her battery and her attitude toward airline safety.”

One of these agents claimed that Lawson told the agent at check-in that she didn’t care where her batteries were packed, and he commented that they could remove her from her flight if she didn’t care about airline safety. Lawson thought this wasn’t a possibility and says that she told the agent that she said she didn’t care because she was just going to do whatever they told her. Lawson further claims that the agent told her he was “typing bad stuff about [her] into the computer.” She says she decided not to say anything more because “way too many people are escalating airline incidents” and she just wanted to get home.

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After returning to her seat in the boarding area, she was approached by two of the men who were at the desk — and two police officers. Lawson was informed that she was being denied boarding and was escorted from the airport by the police officers.

She says she sat outside the airport for awhile and cried. She decided that American had treated her this way because she was dirty and disheveled, and that if she had been clean and her hair looked nice this wouldn’t have happened. Then she summoned an Uber, bought some clothes because she had none with her, found a hotel, and spent the night in Lubbock. The next day she flew Southwest back to Phoenix — apparently with no trouble.

Lawson wrote to American Airlines, requesting compensation in the amount of $1,200, which she says includes her original ticket, her hotel expenses, the cost of her Uber ride from the airport to the hotel and back, and the cost of the clothes she had to purchase. She told American that its staff “bullied a 60-year old grandmother off a plane just because they are in a position of power and can.”

The company responded, denying her request for compensation. It told her that it had reviewed her case and noted that the station manager documented that Lawson said she “did not care about the safety of the airplane.” She disagreed with their claim and asked to escalate her appeal, but the airline still denied her request.

Lawson apparently thought threats would help her get what she wanted:

I will be escalating this outside of this conversation thread. Because someone lies (your employees, not mine) is not a valid reason to remove me from a flight and cause me financial hardship.

I am the furthest thing from the type of person who would create a scene; this is why I didn’t argue further with the ticketing agent who was clearly in the wrong as to her knowledge of what can and cannot be checked in luggage. Her ignorance probably led to her lying which led to my inconvenience. I am pretty sure you can’t just make stuff up, which appears to be the case here, and they say oh well you are dangerous. Seriously? I am a 60-year old grandmother who knits for a hobby.

Everyone I share this story with laughs at the ridiculousness of it (after giving me proper hugs, of course). If I were to have my lawyer reach out to someone, what department would that be? And if I were to reach out to a newscaster, who would I have them contact to provide further details?

As we’ve said before, threats of legal action, bad publicity or bad online reviews are not the best approach to getting a refund or compensation from a company. If you think you have a good legal case, it is absolutely your right to contact an attorney, but companies frequently hear these threats from consumers. It doesn’t help your case, and once you’ve uttered the words “my attorney,” many companies will cease negotiations with you in favor of allowing attorneys to work it out.

Lawson could have escalated her case to the American Airlines executives we list on our site. Instead, she reached out to us, and we contacted American on her behalf.

It seems that this case started with the question of whether the batteries Lawson carried were allowed to be packed in her checked luggage. This is what TSA Travel Tips has to say about batteries:

Most batteries for consumer electronics are allowed in carry-on luggage. Dry cell alkaline batteries, Nickel Metal Hydride (NiMH) and Nickel Cadmium (NiCad); typical AA, AAA, C, D, 9-volt, button sized, etc. (both single use and rechargeable varieties) are allowed. Consumer sized lithium ion batteries (under 100 watt hours per battery) and up to two larger lithium ion batteries (such as extended life laptop batteries) may be carried on in their device.

However, loose lithium batteries are not permitted in checked bags and MUST be carried on with you. Car batteries, wet batteries, or any other spillable batteries not allowed in either carry-on and checked baggage (unless they are being used to power a wheelchair).

The American Airlines list of restricted items is similar:

Please remove batteries from devices in your checked bags and put them in your carry-on in separate plastic bags.

Lithium-ion battery acceptance by Watt-hour (Wh):

  • Less than 100 Wh – Unlimited quantity in carry-on baggage
  • 100 – 160 Wh – 2 spares in carry-on baggage
  • 160 – 300 Wh – Contact Special Assistance

The ability to check the batteries that Lawson was carrying probably hinges on the Watt-hour capacity of her batteries. There is no evidence from either side of this dispute that the question of capacity was ever raised. Would Lawson have known the answer to that question? Perhaps. I believe it is unreasonable to expect airline gate agents to know exactly which batteries, of all those on the market, are acceptable.

It’s also evident that airlines and the TSA are able to alter rules as needed, since the recent problem with the Samsung batteries is not listed on the TSA Travel Tips site, even though those specific batteries are still banned from airlines. So the best course of action is always to do as asked, without argument. I am certainly not suggesting that you should not respectfully question a rule. But you should carry the rules with you, along with proof that your batteries do not violate the TSA rules. Arguing, implying that you don’t care about the rules or airline safety, or responding to airline personnel with comments like, “say it like you mean it,” may not end with you boarding your scheduled flight.

When American Airlines responded to our advocacy team, it referred us to another helpful site for information on what is restricted from being carried in checked and carry-on baggage: the FAA’s Pack Safe site.

American documented that Lawson was asked if she had “spare lithium batteries in her bag” and she answered yes. She then “got angry that we were making her remove the item from her checked bag.” Our contact also added a piece of the puzzle that was not included in Lawson’s account. American contends that the gate agent’s questions about whether or not Lawson was concerned about airline safety were in response to a comment that “she would continue to check her bag without notifying the airline regarding the battery.”

While Lawson says she never said that she does not care about this policy or the safety of the aircraft, American is sticking to its story and insisting that she did. Lawson admits that she was tired, and initially mentioned that she didn’t remember whether the airline asked about the batteries or if she volunteered the information. So is it possible that she didn’t realize how her comments were interpreted by the airline? Sure. But her openly admitting that she told the check-in agent to “act like you mean it next time,” makes me wonder.

The best course of action would have been to accept the decision of the check-in agent and question the policy, with supporting documentation, after the flight with American’s corporate office. Had she done this, she would have gotten home on time, and if she’s correct about the batteries, probably would have received a more positive response from American (and possibly some miles or some other type of compensation).

American Airlines automatically refunded $353 for Lawson’s ticket costs, including the flight, plus seat and luggage fees, even though Lawson never officially applied for the refund. When our advocates told her that we agreed that she was not entitled to additional compensation, she again explained to us the difference between her batteries and the batteries that cannot be checked with an airline.

Like the gate agents, we’re not battery experts either, and can only reference the available information from TSA and the FAA, and the best advice I saw in my research was in bold on the FAA’s Pack Safe page: “When in doubt, leave it out!”

We still believe the refund of her original ticket is the best Lawson can do. What do you think, readers?

Should American have compensated Lawson for the other costs she requested?

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Michelle Bell

Michelle worked in the travel and hospitality industry for almost two decades. Born in Germany, she has lived in 15 states and two foreign countries, and traveled to more than 35 countries. After living and working in Southeast Asia for several years, she now resides in New Orleans.

  • Chris_In_NC

    I’m sorry, as this may not be the politically correct answer, but I absolutely believe that Lawson acted badly at the time of check-in.

    In her own words, she has said “… so I responded with something along the lines of next time say it like you mean it.” She has claimed that an agent was “typing bad stuff about [her] into the computer.” She has accused American airlines of “treated her this way because she was dirty and disheveled…” and American “bullied a 60-year old grandmother off a plane just because they are in a position of power can can.” She then threatens to “… escalating this outside of the conversation thread.” She threatens to call the news and her lawyer.

    So, I do not believe her position that “I am the furthest thing from the type of person who would cause a scene.”

  • Mel65

    Wow. Just wow. How hard would it have been to say, “yes I do have some spare batteries; however, I double checked and they are within your guidelines” Or something to that effect, but after reading through the argumentative nature of the conversation . I wouldn’t want to be on a plane with her.

  • Jeff W.

    Airlines are not in the business of harassing people, and 60 year old grandmothers are definitely not the “target” group.

    Mrs. Lawson was having a bad day and did not answer the safety questions that the agent needed to ask properly. Her final comment to the agent escalated the situation to the point where she was removed from the flight.

    Her comment about this not being an issue on her last flight on American West is also telling. She doesn’t fly much and is also probably not aware of the issues that can be caused by batteries (Samsung, various laptops, 787’s, etc…)

    Gate agents cannot be expected to understand the nuances of all the various batteries. They don’t know. And if you don’t know, then it can’t be packed.

    I think this is the best offer she will receive.

  • John Baker

    Hmmm… Reading her narrative, I’d be willing to bet that AA will decline to sell her a ticket in the future. She admits to being nasty when she packed items that she shouldn’t have. Items that have a history of burning and exploding when treated incorrectly. She then admits to saying in the future she’ll continue to do what she wants and gets nasty with the agent.

    They refunded her flight. That’s all she’s entitled to

    One thing I didn’t see… AA’s policy states “Please remove batteries from devices in your checked bags and put them in your carry-on in separate plastic bags.” Why doesn’t this apply to her?

  • John Baker

    FYI … Here’s a link to an FAA document listing incidents regarding Li ion batteries.


  • Bill___A

    I side 100% with the airline on this one. Airlines are not going to ask every passenger about each and every safety issue on every flight because you are expected to comply. Having no one ask you about batteries on a previous or future flight is not something to use for guidance. It looks to me like she shows no regard for the airline’s concerns and should probably not be allowed to fly any airline until she shows some respect for the rules and regulations.

  • Bill___A

    I’d be typing bad stuff about her too..as in “don’t let this person fly”.

  • Dutchess

    Making snide comments about being sincere, and saying you will disregard the rules in the future (both by her own admission!) and then trying to play the “nice little old lady” card is choice! This is as bad as showing up to the cruise terminal without your ID and then claiming racial discrimination. Sorry Diana, you don’t get to be rude and condescending to a GA, say you will flaunt the rules in the future and then claim to be a sweet little grandmother who knits! Knitter, please!

    Anyone who’s ever seen a lithium battery fire will know these rules are in place for a very good reason.

  • Annie M

    All she had to do was take the battery out of the tool and put it in her carry on. The theory behind that is that is one of these overheats and catches in fire you’ll find it a lot sooner in the cabin and be able to douse it than in the cargo hold.

    Just from her attitude with what you posted- I believe Americans story. She could have resolved this in 30 seconds by taking the battery out.

  • MarkKelling

    What bothers me is she flew the next day on a different airline and from her attitude with AA does this mean she still packed the batteries in her checked luggage and then conveniently forgot to mention this?

  • Lloyd Johnston

    Take the battery out and put it in a different bag. How is this hard or unreasonable? It’s not like she wasn’t allowed to fly with her tools. Just watch the episode of Mayday about the Li battery fire in the cargo hold.

  • Michael__K

    It’s interesting how so often when a customer complains that an agent is rude, people want to focus on the rules, and, according to many people, all that matters are the rules, and anything else is irrelevant “he said she said” stuff.

    Except when an agent doesn’t even know the rules and mis-applies rules which it’s their job to know and apply, and the agent also may have been rude (e.g. by saying “have a nice day” in tone that implies the opposite), then if the customer dares to comment back, then the rules don’t matter one bit and the agent’s rudeness doesn’t matter either, but the customer deserves to be denied the service they paid for….

  • Michael__K

    She didn’t have spare batteries. She was more forthcoming than she had to be and volunteered information which was unnecessary. She had a battery inside the device. Which is supposed to be okay. But who cares about the rules if a rude agent accuses the passenger of being rude back to her?

  • Michael__K

    Where did you find that alleged AA policy?
    Here is the FAA’s actual policy:

    Q2. What kinds of batteries does the FAA allow in checked baggage (including gate-checked bags)?
    A2. Except for spare (uninstalled) lithium metal and lithium-ion batteries, all the batteries allowed in carry-on baggage are also allowed in checked baggage. The batteries must be protected from damage and short circuit or installed in a device. Battery-powered devices—particularly those with moving parts or those that could heat up—must be protected from accidental activation. Spare lithium metal and lithium ion/polymer batteries are prohibited in checked baggage—this includes external battery packs. Electronic cigarettes and vaporizers are also prohibited in checked baggage. “Checked baggage” includes bags checked at the gate or planeside.


  • Michael__K

    What was the airline’s concern precisely, and how does this passenger’s drill with a battery inside relate to the FAA’s actual policy?

  • Michael__K

    Who was disregarding precisely which rule?

  • C Schwartz

    AA has the policy on their website :

    Please remove batteries from devices in your checked bags and put them in your carry-on in separate plastic bags.


  • MarkKelling

    The passenger was attempting to disregard the rule stated in your web link that states spare lithium ion batteries are not allowed in checked luggage.

  • C Schwartz

    AA’s policy on no lithium ion batteries even in devices in checked bags can be found on their website


    I believe that the company is allowed to be more restrictive than the FAA with this issue.

  • C Schwartz

    AA has the policy on the website that Lithium ion batteries have to be removed from the device in checked in luggage


  • Michael__K

    Interesting, thanks for the link. The standard question they ask is normally about *spare* batteries only. And when have they ever asked a passenger about this when they demand for bags to be gate checked?

  • Michael__K

    The FAA’s rule says no such thing, and the standard security question they normally ask is about spare batteries specifically. Not sure who the “you” in “your web link” refers to? @disqus_V3VTCChDFq:disqus provided a separate link on AA.com, where in their side notes, they request for batteries to be removed from devices. In my experience this is definitely not something they normally pay any attention to, especially not when they gate check bags.

  • LeeAnneClark


    Okay, I’m going to do something I don’t usually do – comment before I’ve read any of the other comments. All I can say is, this was by far one of the most entertaining articles I’ve read on this site in some time!

    I think we all know what happened here. The fact that she happens to be a 60 year old grandmother who knits does not mean she can’t also be a rude, uncooperative, obnoxious passenger. Clearly she behaved abominably at check-in, and then made matters worse by tossing off nasty comments to the agent.

    The technical specifications of her batteries didn’t even matter. They asked her to remove them and place in her carry-on baggage. Why not just freaking DO it? Why make a federal case over it? How big can they be?

    The best part of this whole thing, though, was her letter to the airline. I literally laughed out loud! The snarky tone, the threats, the “oh poor little ol’ me, I’m just a meek little grandmother who got bullied by these meanie airline employees…”

    Hogwash. She was uncooperative, rude and obnoxious, and she got tossed out on her keister for it. Serves her right.

    Now I get to entertain myself by going to read what the rest of the comments say! I’m betting they’re right up this alley. ;-)

  • LeeAnneClark

    I know, right? The knitting part KILLED me! It’s as if she believes that taking up knitting somehow prevents you from being a nasty person.

    Obviously that’s not the case.

    I’m 57, and I knit. And I quilt. And nobody who knows me would ever accuse me of being a “sweet little old lady. “LOL! I can be as prickly as the next guy.

    But even though I have my bad days, I would never behave the way this…um…lady did. Basically throwing a snarky tantrum because she was asked to remove a battery from her luggage for safety reasons. Yeesh. I sure wouldn’t want to sit next to her on a plane! Especially if she’s got her knitting needles with her… ;-)

  • LeeAnneClark

    Or by not being argumentative, obnoxious, or tossing off sarcastic comments to the agent! ;)

  • SierraRose 49

    American documented that Lawson was asked if she had “spare lithium batteries in her bag” and she answered yes.

    She then “got angry that we were making her remove the item from her checked bag.” Our contact also added a piece of the puzzle that was not included in Lawson’s account. American contends that the gate agent’s questions about whether or not Lawson was concerned about airline safety were in response to a comment that “she would continue to check her bag without notifying the airline regarding the battery.”

    She answered “yes” that she did have a spare battery. She is a cabler and she was on a job and it would make sense to have a spare battery. She also said,she would continue to check her bag without notifying the airline regarding the battery. That could possibly put the aircraft and its passengers in danger.

    She also said and her husband did not have this issue with the spare battering when they flew on America West, which had to be over a decade ago, and at that time there were no rules about lithium batteries, especially the batteries that are found in power tools today.

  • Michael__K

    Funny how you selectively quoted the passenger out of context with this part removed:
    “I was asked to remove the battery from the drill and put it in my backpack.”.

    “The battery.” How many batteries?

  • Alan Gore

    Her mistake was, for a short-haul flight like this, not just booking Southwest in the first place. A gate agent felt like being vindictive that day, and until we pass legislation that whomps airlines with the same huge fines they impose on us at will, this kind of thing is going to happen.

    This incident could have been prevented by a strict FAA reporting system for passenger ejections, with each agent and crew member involved having to file sworn statements for which, if they were to lie to the FAA as they routinely lie to us when they’re having a bad day, they might be criminally answerable.

  • Michelle Bell

    The airline refunded her money immediately — they did not pocket it.

  • joycexyz

    When you’re at the airport anticipating a flight, it’s no time to be arguing about the rules. Frankly, at that time, it’s whatever the agent says they are. Comply and fly, then argue later.

  • joycexyz

    I think it’s very funny that knitting needles are allowed on planes. They can do a whole lot of damage in the wrong hands–like the combative OP.

  • Carol Molloy

    The OP was disregarding the rule of common sense. Seriously, why make any kind of fuss with the gate agent over this, when there was no actual inconvenience to the passenger? Being correct from a rules standpoint is no guarantee that you won’t experience a problem. Is it fair? Possibly not, but what is more important? Rigidly insisting on the rules, or being smart, and getting on the plane?

    I’ve had the TSA freak out over makeup items that they didn’t recognize. Big deal. Confiscate it, so I can get on my way. Replacing a container of loose powder foundation is less of a hassle than missing my flight.

  • Dutchess

    “I told her I would continue checking baggage, doing whatever I was told to do, but wasn’t going to volunteer to remove my battery if I wasn’t asked.”

    OP basically told the GA she would flaunt the rules in the future. It’s combative and ignoring the safety rules.

  • Lindabator

    read above – SierraRose 49 was quoting from the article, and is correct

  • Lindabator

    and SHE clearly stated it was a lithium ion – NOT allowed in checked baggage

  • Lindabator

    actually, Michael doesn’t bother to clearly read — because lithium ion batteries are NOT allowed, period. They are an explosive hazard

  • Lindabator

    it is a federal law, not vindictiveness — and Southwest has the same rules, just do not normally ask all the safety questions – perhaps this agent saw the tool? If you’ve ever seen a lithium ion battery fire, you would realize it is NOT something they want to encounter in the cargo hold

  • Lindabator

    and I am SURE the FAA got a report of the clients blithe comment of just not telling anyone the next time — safety is priority ONE for the FAA

  • Michael__K

    Precisely where in the article does she say she or her husband have carried SPARE batteries?

  • Michael__K

    Read the FAA rule again.

  • bbinsf

    I’m very confused. Did she move the battery to carry-on or not? If she did, she should have been allowed to board. Of course it’s not a good idea to be rude to the agents, but I didn’t realize there’s an FAA rule against being cranky.

  • Michael__K

    FAA rules allow lithium-ion batteries installed in a device in checked baggage….

  • Michael__K

    I mostly agree with you, the inconvenience was slight and the passenger should have been more cooperative. My aim was to highlight the double-standards of the “rules are rules” crowd, which usually considers “rudeness” to be irrelevant when the tables are turned.

  • LeeAnneClark

    I had the TSA confiscate my eyelash curler once! No lie!

    I couldn’t help but wonder what they thought I was going to DO with the darn thing…make a mad dash up to the cockpit and shout “Take me to Havana or I’ll make you BEAUTIFUL!” ?? LOL!

    I wasn’t pleased of course, but it was more important to me to get on the plane than get in an argument with the TSA screener. I let him keep my $7 eyelash curler. ;)

  • The Original Joe S

    Turn your phone recorder on, so that they lying dirtbags are shown to be exactly that. Of course, if you are in the Peoples Soviet Socialist Democratic Respublik of Maryland, you can’t legally do that.

  • Michael__K

    I quoted the FAA policy from the FAA’s website. Did YOU read it?

  • ChelseaGirl

    I agree she had a bad attitude. What is the big deal about removing batteries? It’s so trivial, it isn’t worth arguing over. She’s extremely lucky American reimbursed her for the ticket, which they didn’t have to do. She’s unrealistic about asking for more. Maybe she was bullied a bit, but it sounds like she bullied them too. Sorry, 60-year-old grandma, but neither your age nor your grandmother status entitle you to behave however you want to behave and then accuse others of pushing you around.

  • Alan Gore

    So many of these ejection stories turn on perceived attitude on either the passenger side or the company side. An ejection reporting system would, by including sworn testimony, clarify which side was out of line and what escalation took place. Any company I run would want to know whether my employees did anything to exacerbate a confrontation.

  • Patrica

    “”Carry a copy of the Guidelines with you”– Such a good recommendation from this article. Along with the need to be courteous–

  • Patrica

    Wish there was a smile icon I could send back to you LeeAnne!

  • cscasi

    However, we do not know the agent didn’t know the rules and mis-applied the> Ad we do not know if he was rude or not. We just have one side of the story and in this line, I wold side with the airline.

  • cscasi

    None. The battery is not batteries, which is more than one.
    However, the airline did document, “American documented that Lawson was asked if she had “spare lithium batteries in her bag” and she answered yes. She then “got angry that we were making her remove the item from her checked bag.”
    So now then, how many batteries did she have” Obviously more than one.

  • cscasi

    American documented that Lawson was asked if she had “spare lithium batteries in her bag” and she answered yes. She then “got angry that we were making her remove the item from her checked bag.” So, she must have carried more than one, eh?

  • cscasi

    AA can and does have its own policy and the FAA approves the policies in its manuals.

  • cscasi

    Rear again. This is an American rule, NOT FAA! And the FAA has approved its manual.

  • cscasi

    That’s your opinion. But it is American’s that counts. It’s its airplande and rules and the FAA has reviewed them.

  • Michael__K

    So then why is @Lindabator repeatedly claiming that the passenger broke FAA rules? Which one?

  • Michael__K

    Who documented this and when? The luggage check agent who accepted her luggage with “the battery” removed from the drill and told her to have a nice day?
    Or was it another agent, later on at the gate, called over to punish her after for her response to “have a nice day?”

  • Michelle Bell

    She was questioned by both American and airport security and the airline’s story is that she said she doesn’t care about airline safety and would do what she wants. She doesn’t seem to have been removed for “being cranky” but because the staff deemed she was a safety risk.

  • bbinsf

    Thx for your reply, but I wouldn’t put it past some airline employees to make stuff up to punish disrespectful passengers. My cousin has been in the business for years and has seen it many times.

  • Michelle Bell

    I’ve been in the business for three decades and I’ve also seen travelers behave downright horribly and then lie about it to try to get money out of it. Outside of rules and video evidence they could all go either way. But this particular traveled admits she was wrong on some things, claims exhaustion for her inability to remember on others, and then defaults to “I knit” to imply she shouldn’t be subject to the same rules or should get a pass for being rude or dismissive. I’ve been around the business long enough to know there are good and bad people on both sides of the airline/consumer debate.

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