Airline pilot holds departure for man with family emergency......

[Mizzou B-ball fan]

I'm a huge fan of Southwest Airlines. This story only enhances my thoughts on their customer service.

Hero Pilot Pulls Out the Stops to Help Grandpa Reach Funeral: 2011's Most Heartwarming Travel Story? - Yahoo! News (http://news.yahoo.com/s/time/20110116/us_time/httpnewsfeedtimecom20110113pilotwhocaresthemostheartwarmingairlinestoryof2011xidrssfullnationyahoo)

[Draft Dodger]

great story, but I thought he was racing to see the child before they took him off life support, not to make the funeral

[terpkristin]

Yeah I read this a few days ago and thought it was really great of that pilot to do it.

/tk

[Noop]

Great story.

[samifan24]

Yet another example of why Southwest Airlines customer service is awesome

[Lathum]

Sad and great story all at once.

[tyketime]

I just read this story as well. What a phenomenal gesture by the pilot. And props to Southwest for actually having his back. It's nice to see someone who can cut through all the crap and do the RIGHT thing every once in a while.

[CleBrownsfan]

I just read this story as well. What a phenomenal gesture by the pilot. And props to Southwest for actually having his back. It's nice to see someone who can cut through all the crap and do the RIGHT thing every once in a while.

Exactly my thought when I read this... kudos to the pilot/SW

[Toddzilla]

I imagine SW just made quite a few customers-for-life.

[JonInMiddleGA]

And props to Southwest for actually having his back.

Realistically though, once the story broke, they didn't have much choice. It would have been a p.r. bloodbath for them to do anything other than what they've done.

[Neon_Chaos]

In the end, it was all thanks to the pilot. Good job.


According to Nancy, he struggled to hold back tears as he pleaded with TSA and Southwest Airlines staff to fast-track him through the lines that were moving like molasses. Even though missing his flight could mean missing a final chance to see his grandson, no one seemed to care.


The Southwest staff in the airport were apparently heartless assholes.

[Logan]

I might have overlooked it in the article, but how did the pilot know the story? Did the ticket agent put in some kind of flag that the gate agent sees?

[JonInMiddleGA]

I might have overlooked it in the article, but how did the pilot know the story? Did the ticket agent put in some kind of flag that the gate agent sees?

I've seen/heard that question asked more than once but haven't seen an answer to it anywhere so far. My own suspicion is that someone inclined to be more sympathetic than policy permitted earlier in the process got word to him & he acted on it independently from that point.

[stevew]

I hope the guy who killed the 3 year old has a miserable stay in prison.

[Mizzou B-ball fan]

In the end, it was all thanks to the pilot. Good job.

The Southwest staff in the airport were apparently heartless assholes.

My understanding of the situation is that a line employee had already relayed forward the situation, which is why the pilot knew to hold. Given the situation, I'm sure his emotions in line didn't allow him to fully soak in the situation. I'm sure he was frantic, which is perfectly understandable.

[Logan]

In fairness to the TSA and SW people in the airport, I'm sure they have been told every potential sob story in the book (some real, some exaggerated, some fake) when faced with long lines and people wanting to jump ahead. It's easy to say what should be done when you're not being faced with 200 people who are already pissed about their plans being messed up and who now see someone skipping the line.

Just cause there's a hero in this situation doesn't mean there also needs to be an enemy (beyond the boyfriend, may he burn in hell)

[Lathum]

In fairness to the TSA and SW people in the airport, I'm sure they have been told every potential sob story in the book (some real, some exaggerated, some fake) when faced with long lines and people wanting to jump ahead. It's easy to say what should be done when you're not being faced with 200 people who are already pissed about their plans being messed up and who now see someone skipping the line.

Just cause there's a hero in this situation doesn't mean there also needs to be an enemy (beyond the boyfriend, may he burn in hell)

My thoughts exactly, I imagine you become jaded in that line of work and somewhat cynical.