It’s easy to be an airline industry critic in an era of “no waivers, no favors” and fees on top of fees. It’s easy to paint airlines as heartless corporations that treat us like self-loading cargo.
But every now and then, you hear a story that turns you into an adoring fan. Like Nancy’s story.
Before I continue, I should mention a few things: Nancy is a faithful reader of this site, and I agreed to use only her first name because of the brutal nature of the crime and the age of the victim…
Last night, my husband and I got the tragic news that our three-year-old grandson in Denver had been murdered by our daughter’s live-in boyfriend.
He is being taken off life support tonight at 9 o’clock and his parents have opted for organ donation, which will take place immediately. Over 25 people will receive his gift tonight and many lives will be saved.
This morning, after only a couple hours sleep, my husband and I began to make all arrangements to get him to Denver to be with our daughter. He is currently on business in LA and is flying Southwest…
…He has several free flights with them so I couldn’t really do it on the website. The ticketing agent was holding back tears throughout the call…
In LAX, the lines to both check a bag and get through security were exceptional. He got to the airport two hours early and was still late getting to his plane…
When he was done with security, he grabbed his computer bag, shoes and belt and ran to his terminal in his stocking feet.
When he got there, the pilot of his plane and the ticketing agent both said, “Are you Mark? We held the plane for you and we’re so sorry about the loss of your grandson.”
The pilot held the plane that was supposed to take off at 11:50 until 12:02 when my husband got there.
As my husband walked down the Jetway with the pilot, he said, “I can’t thank you enough for this.”
The pilot responded with, “They can’t go anywhere without me and I wasn’t going anywhere without you. Now relax. We’ll get you there. And again, I’m so sorry.”
My husband was able to take his first deep breath of the day…
…Twelve minutes many not sound like a lot to you or me, but every second counts when you’re an airline. Southwest can turn an entire plane around in about 20 minutes, so 12 minutes is half an eternity.
I shared Nancy’s story with Southwest, and a representative said the airline was “proud” of the way the pilot had held the flight. Again, most airlines would punish an employee who holds up the line for any reason.
My Monday post is normally called, “Can this trip be saved?” But today I’m sharing a trip that was saved amid tragic circumstances by a compassionate pilot and an airline that supported his decision to hold a flight…
Read the complete article at Elliott.org
Update: HotAir.com, Video: The pilot who stuck to the right schedule.