You are out to lunch on this Veteran's situation. War time situations on the heat of battle are far worse then an civil situation except in situations like 911 & terrorism in any city or country. In a typical civil situation your instant doesn't have you being shot at or your fellow workers ( except LEO's) . There is no mercy given to soldiers on the field by the enemy vs the civil sector. The parties involved in this need Awareness Training & maybe if it was me possible dismissal from the work place. No one has the right to humiliate a fellow human being & put them thru an event like American Airlines did intentionally to this decorated vet. Maybe they should walk a mile or two  in this Captain's shoes. What every AA employee did was double or triple the stress for this Ladies PTSD disability & the healing is further scared cause of their negligence of the AA folks. I've been thru a similar situation since I deal with TBI & associated problems. The airlines need Sensitivity Training.