08-07-2009
01:12 PM
3 Loves
Dear Southwest
The story you shared was very touching however, I experienced a very similar story which did could have had a very different ending.
I was flying from LI to BWI and ended up eavesdropping on the conversation of the woman sitting next to me, and overheard her use the words hospital and standby several times. I tried to ignore the conversation but the woman was visibly upset. When the passengers were called to board I took my place in line, in the front, with the business class boarding group. However my conscious got the better of me. So I went back and asked the women if she had an emergency that she needed to get back to BWI, she burst into tears and told me her mother was dying, and she needed to get to Baltimore to see her and say goodbye. I told her, it was not a problem, that I was flying business class and could switch and take the next flight.
However when we approached the counter and asked to make the switch the Southwest employee told me that the final two flights of the day were full and I would not make it back to BWI until the next afternoon. I was stuck because I had to get to work the next day. I apologized to the woman and explained my situation to her and I wished her luck, she tearfully said she understood, but I felt terrible. I boarded the plane but could not get this woman out of my mind, what if that were my mother? So I called my husband and explained what was happening and he agreed that I needed to do what I thought was right.
I waited to see if she would make the plane. The last passenger boarded and the stewardess asked passengers to raise a hand if there was a free seat next to them. I stood up and looked around; no one had raised a hand, so I walked to the front of the plane and told the stewardess I wanted to give up my seat to the woman who was trying to fly home to see her mom.. She told me that someone was going to come to talk to me. Another Southwest gentleman came down and said he had spoken to woman and she was told I would like to give up my seat, however I was to understand this was voluntary and I would not make the next two flights. I agreed to the terms because again, what if that was my mother.
As I was leaving the flight the woman gratefully hugged me while sobbing and asked for my business card (unfortunately I do not carry a card). I told she just needed to get on the plane which was full and ready to go. She insisted I take some money and handed me what I believe was everything in her wallet. It wasn’t necessary, that is not why I did it, but I didn’t have time to argue.
There was a new woman at the southwest counter , from when the saga had begun, and she seemed very sympathetic, and put me on the first flight out in the morning and offered me a 100 voucher (hope I am not getting anyone in trouble here), and my husband was able to find a local hotel that would pick me up via shuttle. I prayed my boss would understand, which he did, but I lost a days vacation.
However I feel that if Southwest had just proactively made an announcement to the other passengers explaining that someone was trying to get home for an emergency, then maybe I would not have been put in that awkward position and that someone else who lived in the area or did not have to work the next day might have also been willing to take my place. This would have also meant the grieving woman would not have had to feel guilty and give me all her money. I realize that this is not a situation that was the fault or responsibility of Southwest, however I feel that a little more compassion could have been used in this particular instance.
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