common sense – Pain In The Bud

An Amazon delivery driver took a Washington family’s cat and drove away with her on July 21.

Since then, Amazon has admitted its driver has the cat, but has offered little more than carefully-worded customer service responses mixed with boilerplate language about valuing the family’s business and feedback.

Ray and Karin Ishak have video of the driver petting and playing with 13-year-old Feefee in the family’s driveway during the delivery. The motion-activated camera timed out, according to a report by Seattle ABC affiliate KING5-TV, but when the camera began recording again, triggered by the driver pulling away, Feefee was gone.

“The driver [was] driving away and there’s not a cat in sight. It’s pretty obvious the cat disappeared in those seconds,” Ray Ishak told the station, adding he filed a report with the Snohomish County Sheriff’s Office.

feefeecamera — An Amazon driver playing with Feefee in the Ishak family’s driveway before driving away with the cat. Credit: Ray Ishak

Amazon has chosen to deal with the incident via email, as if it’s a dispute over a returned item rather than a living being who is valued as a family member by her people.

A company customer service representative told the Ishaks that the driver said she contacted the police to return Feefee, but the family called the sheriff’s office and the police in Everett, Washington, where they live, and both agencies told them they hadn’t heard from the driver or from Amazon.

The Ishaks asked Amazon if the company could at least tell them the town or city where the driver lives, figuring the driver may have contacted police there instead of the departments that have jurisdiction over their hometown. Amazon declined to provide that information.

When the Ishaks followed up with Amazon again, a customer service representative said she’d be happy to help — if the police approach Amazon. She provided an email address for law enforcement use only, said Amazon will cooperate if the police contact them, and ended the reply with a request to “vote about your experience today.”

This is an awful response by Amazon, and the company deserves any bad PR it gets as a result. The very first thing the company should have done was escalate the ticket to a manager empowered to take care of the case directly, and that manager should have picked up the phone, called the family and promised to get their cat back immediately.

If the company doesn’t have anyone in its customer care hierarchy who understands why it’s important to make that kind of judgment call, then it’s done a poor job of hiring and training its employees.

Alternately, Amazon’s known for keeping its employees on an extremely short leash — the company is notorious for watching its employees via cameras, has been fined tens of millions of dollars for “excessive surveillance” of its own workers, has forced employees to “justify” things like bathroom breaks, and operates on founder Jeff Bezos’ belief that employees are “inherently lazy” — so if the email-only response was due to strict company policy, that’s another negative that can be chalked up to a toxic corporate culture.

Treating this like a routine complaint only exacerbated the Ishak family’s stress and uncertainty regarding the fate of their beloved cat. Putting the onus on the family and the police to sort out of the problem makes things worse, and you’d think any halfway competent customer service rep would skip the “rate your service” pitch, at least until after the problem is solved and Feefee is back with her family.

Feefee with granddaughter — Ray Ishak said Feefee’s disappearance has been especially hard on his grandchildren, who love the gentle feline. Credit: Ray Ishak

It doesn’t matter how massive and successful the company is, there has to be a better way to handle issues like this without requiring even the police to approach Amazon like customers dialing a service line, or supplicants petitioning a king to turn his gaze toward a situation that normally falls beneath his notice. There’s also no recognition of the impact on Feefee, who is almost certainly confused and stressed at being separated from the only home and family she’s known for her entire life.

Lastly, Amazon missed an opportunity to respond with compassion and earn the gratitude of a family whose members are obviously very concerned about their cat. A PR win like that is worth a thousand commercials, and can earn enormous good will with customers. Instead, people will hear about how the company treats a problem like this as if a customer is returning a shirt that’s too small.

As for the Ishak family, they say they’re giving the driver the benefit of the doubt. Maybe she thought Feefee was a stray. But, as Ray Isha told KING5, it’s been made abundantly clear that Feefee is a beloved member of the family, and she needs to be returned.

“Maybe you did this out of the kindness of your heart,” Ray Ishak said. “I appreciate it, but bring me my cat back.”

Top image of Feefee as a kitten with one of Ray Ishak’s grandchildren courtesy of Ray Ishak, via KING5.

As more airlines scoff at the idea of emotional support animals and banish pets to cargo compartments, selfish air travelers remind us why.

Like a woman on a Delta flight en route to Atlanta last week, who grossed out fellow passengers by breastfeeding her cat. Flight attendants asked the woman to stop and place her cat back inside its carrier, as per FAA rules, but she refused.

That prompted the pilot to send a message ahead to the destination airport via ACARS, short for Aircraft Communications Addressing and Reporting System:

acarscat — An ACARS message sent from Delta Air flight DL1360 to ATL, Hartsfield-Jackson Atlanta International Airport.

The pilot asked for a ground team to meet the passenger aircraft upon landing. It’s not clear if the woman was prohibited from traveling on the airline in the future.

Regardless, as press reports note, Delta has been dealing with an 84 percent uptick in emotional support animal-related incidents, which comes amid a dramatic spike in general incidents aboard passenger jets. As of September, there were already three times as many incidents compared to the whole of 2019, and the FAA had handed out more than $1 million in fines, a CNN report noted. (Data for 2020 isn’t particularly useful as a point of comparison because air travel remained restricted for months due to the pandemic.)

It’s gotten so bad that flight attendants are quitting and airlines are worried about being unable to staff flights, as most don’t have enough attendants to provide a full crew complement as it is. And who can blame these flight attendants, who are already overworked and perform an often thankless job that should not include acting as law enforcement at 40,000 feet?

One flight attendant told the New York Times she feels like her and her colleagues are “like punching bags for the public,” while others say the job has become dehumanizing.

“What really hurts are the people who won’t even look at you in the eye,” she said. “I don’t even feel like a human anymore.”

Emotional support animals are supposed to be fairly rare and reserved for people with extreme anxiety. Instead, we’ve had a parade of assholes in the past few years demanding they be allowed to travel with “emotional support snakes” among other ridiculous companion animals. A Delta spokesperson said the airline had fielded demands from people with “comfort turkeys, gliding possums known as sugar gliders, snakes, spiders, and more.”

Then there’s “Flirty the Emotional Service Horse,” whose owner also maintains an Instagram page for the animal which informs visitors that Flirty prefers the gendered pronouns “she/her.”

What. An. Asshole.

An "emotional service horse" — Above: A selfish person.

Speaking not only as a cat caretaker, but one who is very attached to my little dude, did I like the idea of leaving him back in New York for almost a month when I went to Japan before the pandemic? No. Of course not. I missed him terribly.

Did I enjoy the 14-plus hours it took to fly to Haneda Airport? Of course not. On top of existing anxiety issues I can’t vape on a plane and I don’t like confined spaces.

But boo fucking hoo.

The rest of us just get on with it. We’re already pampered and accommodated beyond what we deserve in most circumstances. We should all have empathy, and we should all have respect for people who suffer from anxiety, but your right to comfort yourself ends at the point where I have to smell a horse’s ass for the six hours it takes to cross from New York to LA. Are passengers just supposed to endure it when the horse defecates? Is a single person’s comfort more important than the discomfort of entire rows of passengers surrounding her?

There are animal welfare issues here as well. No one should be allowed to take a wild animal on a passenger flight, and there’s a strong argument to be made that bringing a damn horse — or even a duck, for that matter — onto a flight is tantamount to animal abuse. Given the choice, those animals would not be there.

We live in an era of living indictments of the American education system who think the Constitution grants them the right to shit all over everyone else as long as it makes them feel good. There is no such right.

And the more that people abuse the privilege of taking an emotional support animal on a flight, the greater the chance that the people who genuinely need them will no longer be allowed the option.