Originally Posted by want2flytish

Is that not how all airlines handle this item of business? (Don't mean this sarcastically - haven't dealt with other airlines.)
I do disagree with you on your first sentence though. People who are afraid to talk to management are a completely different issue than being pushed to fly if they don't want to. Those individuals need to recognize this particular weak area, speak up, and get coached/trained/mentored appropriately.