Equity is often a hard concept to grasp because we usually equate fairness with treating everyone the same. But equity asks us to look at the situation and the differences, and then take these into consideration in order to really be fair.
Case in point:
A friend of mine has a visually impaired person staying with her for the day. On a whim, she checked his airline ticket and discovered his name has been spelled incorrectly. Obviously that would have caused some trouble tomorrow had he arrived at the airport with this particular ticket.
The change fee for such an error at American Airlines - even though the travel agent made the error - is $150.00 USD.
Which causes me to ask:
If the customer cannot see, and the travel agent makes an error he cannot check, why is he being charged a change fee?
In my mind, this is a perfect time to act equitably and waive the fee.
But alas, this was not the case.
We still have some work to do...

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(c) 2011 Annemarie Shrouder