Words that blame: Frequent flyers We blame people for not responding, for not doing what we ask, for not being where we want them to be. And we blame people for being too present. For ringing up too often. For coming back too regularly. For asking too much. ‘Frequent flyers’. ‘Revolving door customers’. ‘High intensity users’. Behind these derogatory labels are human beings with hopes and fears and worries and aspirations and fluctuating needs for care and support. Are we really listening? Are we really meeting people’s needs and supporting them to get on with living their lives? The fact they’re coming back again and again suggests not. So, who exactly is to blame here?