When Peggy Uhle boarded Southwest Airline’s flight from Chicago to Columbus, she turned off her phone just like everybody else and waited patiently for the plane to taxi down the runway and take off. It was just an ordinary flight on an ordinary day – or so she thought.
Before the plane could even make it halfway down the runway, it stopped and turned back towards the gate. When they pulled up, a flight attendant approached Peggy and asked her to exit the plane. Peggy just thought that she had accidentally boarded the wrong flight. Turns out, that was far from the case.
Once Peggy was back in the terminal, a gate agent approached her and gave her some devastating news. Peggy’s 24-year-old son, who lived in Denver, was just in an accident that left him with a serious head injury and in a coma. Peggy didn’t know what to do. Fortunately, Southwest had already taken care of all the details, though.
Before Peggy could even process the news, the gate agent told her that the airline had reticketed her on the next direct flight to Denver, for free. They had even taken care of all the minor details, such as rerouting her luggage and ensuring it was delivered to the proper location.
“They offered a private waiting area, rerouted my luggage, allowed me to board first, and packed a lunch for when I got off the plane in Denver. My luggage was delivered to where I was staying, and I even received a call from Southwest asking how my son was doing,” Uhle told an online forum.
Most airlines don’t stop and reroute a plane for anything less than an emergency onboard, but Southwest Airlines has shown its customers that it’s not just any airline. Going above and beyond the call of duty, the airline and its staff deserve a huge shout out!