Chicago Midway International Airport — Local services in Lake Township

I’m here on another trip.. I get into it with the stewardess.. she can’t stop touching me. I asked her to move and stop throwing herself at me. The guy next to me ask if me if I want he will go speak with the captain that was the flight from Las Vegas to chi.. she literally harassed me the entire flight. Kicked my chair brush passed me several times.. I just video tapped it.. it didn’t stop .. at the end of the flight she screams out I did not know you had a baby.. I have a service dog that got a little irritated by her continued harassment presence.. later that evening I’m sleep in the chair. Security wakes me up.. ask for my ticket I look around at non travels . I’m being singled out for going places. Not stuck at the airport but moving thru. I go to get the tickets he seen me when I got off the plane. Jealousy has overtaken this man at this point.. I go to get my tickets he says never mind .. you just can’t sit here it was retaliation I’m here on another trip.. I get into it with the stewardess.. she can’t stop touching me. I asked her to move and stop throwing herself at me. The guy next to me ask if me if I want he will go speak with the captain that was the flight from Las Vegas to chi.. she literally harassed me the entire flight. Kicked my chair brush passed me several times.. I just video tapped it.. it didn’t stop .. at the end of the flight she screams out I did not know you had a baby.. I have a service dog that got a little irritated by her continued harassment presence.. later that evening I’m sleep in the chair. Security wakes me up.. Frontier flight number: #3282 - [Flight Number] To Whom It May Concern, I am writing to file a formal complaint regarding my flight experience on [Date of Flight], flight number [Flight Number], from last Vegas] to [Houston ]. My experience involved a denial of accommodations for my service dog and what I perceived as retaliatory and discriminatory behavior from the flight crew, which I believe constitutes a violation of the Americans with Disabilities Act (ADA). Upon boarding, I asked two flight attendants—a light-skinned woman with braids and another individual—if there was a designated area for disabled passengers traveling with a service dog. I was told there was not. I then requested an exit row seat for additional space for my service dog, but this request was denied based on my need for the service dog. During the flight, after the captain announced that all passengers were boarded, I observed the crew allowing multiple other passengers to move to different seats. Despite this, when I got up to use the restroom, a flight attendant told me, "Sir, you stay there." I felt singled out by this instruction. After I finally got to the back of the plane, a flight attendant used the intercom to tell me to return to my seat. When I moved to a different section of the plane that was empty, multiple crew members, including a white male attendant, surrounded me. They insisted I return to my original seat even though no one else was sitting there. This confrontational encounter caused my service dog to become distressed and anxious. The white male attendant then approached me directly and told me, "Don't move section again," despite the fact that I had not responded or caused any disruption. I felt singled out and harassed by the crew's actions, especially when compared to the freedom other passengers had to move around the cabin. This is the third time I have had to complain about this type of behavior from your staff. This repeated pattern is unacceptable and suggests a serious lack of training and regard for the rights of disabled passengers.I am requesting a formal investigation into this incident and appropriate action to be taken against the staff involved. I also ask that Frontier Airlines review its policies and staff training regarding the ADA and the rights of passengers with disabilities. I look forward to your prompt response and a resolution to this serious...

Late afternoon light streams through terminal windows as passengers cluster in Southwest's signature boarding groups. The airline has built a devoted following through affordable fares and an egalitarian spirit, yet its terminal experience reveals growing pains worthy of attention.

The Southwest experience follows a predictable rhythm: passengers arrive hours early, gradually filling gate areas until they overflow into walkways. The open seating policy creates visible tension as travelers strategically position themselves near boarding posts labeled 1-60. These human clusters form and reform throughout the day, creating congestion in otherwise spacious concourses.

For a brand built on efficiency, these bottlenecks represent both challenge and opportunity. Moving walkways frequently stand still with passengers, defeating their purpose as express lanes. Southwest could implement virtual queuing through its mobile platform, potentially allowing travelers to queue digitally rather than physically lining up long before boarding.

The waiting spaces speak to Southwest's pragmatic approach—functional but spartan. Rows of identical seating units offer minimal comfort for extended waits, while power outlets remain precious commodities. This utilitarian approach increasingly conflicts with passenger expectations shaped by upgraded experiences elsewhere.

Most telling are the demographics throughout these spaces. Families with young children navigate narrow pathways, elderly travelers in wheelchairs position themselves near boarding areas, and business travelers attempt to create makeshift workspaces. The diversity of Southwest's passenger base highlights the challenge of serving multiple needs within standardized spaces.

Glimpses of higher-end offerings like "The Club MDW" lounge create striking contrasts with Southwest's democratic but basic accommodations. These premium spaces signal the industry's broader shift toward tiered experiences—a movement Southwest has largely resisted.

For an airline that revolutionized domestic travel through operational innovation, the next frontier may lie in reimagining these transitional spaces. Southwest could create micro-environments within gate areas catering to different needs without abandoning their egalitarian ethos.

The accessibility challenges throughout Southwest's terminals deserve particular attention. Long distances between gates, limited restrooms, and crowded walkways create obstacles for travelers with mobility restrictions. An aging passenger demographic will only amplify these concerns, suggesting investments in universal design principles could yield significant competitive advantage.

As dusk bathes Southwest aircraft in golden light, the airline faces a delicate balancing act: maintaining operational efficiency while evolving the passenger experience to meet changing expectations.

The solution likely lies not in mimicking legacy carriers but in applying Southwest's distinctive innovation to the terminal experience itself. By addressing congestion through technology, enhancing comfort through thoughtful design, and improving accessibility through inclusive planning, Southwest could transform what many view as necessary inconvenience into a signature strength.

For a brand built on breaking conventions, the next disruption might happen not in the skies but in the spaces where journeys begin—reclaiming the joy of travel from the moment passengers enter the terminal until they reach their destinations.

The blue and red livery of Southwest aircraft visible through terminal windows reminds travelers of the brand's strong identity. Inside, however, the passenger experience tells a more complex story—the gap between Southwest's operational excellence and its terminal accommodations represents the airline's next great challenge and...

Date: 11/24/2024

TSA Customer Service Transportation Security Administration Address of TSA Customer Service Office

Subject: Formal Complaint Regarding Unsatisfactory Experience with TSA Agent Tolley

Dear TSA Customer Service,

I am writing to formally lodge a complaint regarding an alarming and unsatisfactory experience my family and I had with TSA Agent Tolley at Chicago Midway Airport on November 23, 2024. Our flight to Atlanta was scheduled to depart at 4:45 PM, and we were in the wheelchair assistance line as we were traveling with two small infants—a 1 year old and a 4 month old.

During the security screening, my wife was instructed to carry both infants through the metal detector. I informed Agent Tolley that during previous travels, I was allowed to carry one child while my wife carried the other. Agent Tolley rudely responded, “THIS IS MIDWAY!” I replied, “Whatever,” and proceeded to enter the Xray machine.

While I was standing inside the Xray machine, Agent Tolley shouted, “I DON’T GIVE A F*!” in full view and hearing of everyone present. Shocked and appalled by such unprofessional behavior, I asked, “Is this what we do at the airport? Where is her supervisor?”

I was directed to a man who listened to my complaint, smiled, apologized, and walked away. Shortly afterward, I overheard him tell another employee, “This is gonna be one of those days,” before returning to business as usual. My family and I, as well as other travelers in line, were left stunned by the lack of accountability and the disrespectful behavior exhibited by TSA staff.

We subsequently reported the incident to the supervisor at the elevated desk, who provided this contact information for filing a formal complaint.

This incident left my family feeling unsafe, disrespected, and humiliated. As someone representing TSA, Agent Tolley’s behavior falls far below the standards of professionalism, respect, and accountability expected in a customerfacing role. Security personnel should demonstrate care for passengers’ safety while treating everyone with dignity and respect.

I urge TSA to thoroughly investigate this incident, review Agent Tolley’s conduct, and take appropriate corrective actions. This type of behavior undermines trust in airport security and sets a poor example of TSA’s commitment to passenger safety and service.

Thank you for addressing this matter promptly. I look forward to hearing back from you regarding the steps taken to resolve this issue. Please feel free to contact me if you require any further details or...