When it comes to social media and videos and photos showing what goes on in a delayed flight, it’s not usually uplifting and positive. Thanks to smartphones and their built-in cameras and video recorders, we often see horror stories. People are less inclined to post the stories of flight crews going the extra mile. Airline customers often feel disrespected, and unruly ones are often dragged off the plane, with the airline issuing apologies later.
But on a recent Alaska Airlines flight, a delayed passenger who was stuck on the tarmac at the Seattle-Tacoma airport recently shared a very different kind of story. Kristen Wiley posted this on Facebook.
We are currently sitting on a plane, with a 45-minute delay. Why? Because there is an elderly woman suffering from dementia, who is very upset and confused. The incredible staff of #alaskaairlines is being extremely patient and compassionate, in what can only be a very scary situation for her. Explaining every step, cuddling her dog, working with her husband/caregiver to find the best solution. In short, the entire crew giving so much kindness. This is how I would want my mother, my sister, my aunt, my daughter, my niece, my friend cared for.
Wiley added that Alaska Airlines staff was very caring and made sure the elderly lady, who was traveling with her male caregiver, was OK as she sat confused holding her little emotional support dog. Wiley continued.
Alaska Airlines calmly assisted the woman, her husband/caregiver and sweet pup off the plane, providing hotel and transportation with plans to rest up and try again the following day. Again, incredible compassion given to the both of them while quietly explaining the situation to other passengers.
An Alaska Airlines representative issued this statement to Inside Edition.
“We are proud of our employees for handling this unfortunate situation with great care. The way this was handled really embodies our core company values of providing kind, caring service and always doing the right thing for our guests.”