‘Deaf and dumb’ note on luggage prompts apology from American Airlines

There was no malicious intent on the part of the baggage handler. He was trying to warn the driver delivering the couple’s lost bag to text them (not call them) for they are both deaf and “mute.” But he isn’t a native English speaker and a common substitute word in many cultures (obviously, going out of practice in English) is “dumb.” AA has reached out to the family to apologize & convey there was no insult intended. The handler, along with many other employees, will undergo sensitivity training.