They lost my ELDERLY BLIND mother and didn't care. I bought her a first class ticket and was told they would provide assistance while she traveled from SFO to GRU (Brazil, where she lives). They picked her up in the plane at JFK and dumped her in the "train" that circles around between terminals. She did not speak a word of English, couldn't see the signs and was desperate. She was "found" hours later by a good person who helped her to the right terminal. Her luggage arrived in Brazil about a week later, completely soaked. Needless to say, she refuses to come back to the U.S. to visit her grandchildren.