AMERICAN AIRLINES
(author Shaina Murry)
(author Shaina Murry)
”Today I purposely delayed my flight. And will always fly American Airlines from now on. Here is why: while on the phone getting ready to go find my gate I noticed a man (his name is Will K.) laying on the floor, not doing well- he was in distress. It was clear something was wrong, I just didn’t know what. It seemed best after asking him a few questions to call for medical assistance. After him telling me several times he was afraid he was going to miss his flight while waiting for the airport medical team to come assist him I realized that he most likely is autistic.
That triggered me to switch gears. After giving him assurance about his flight time we called his mom and let her know he wasn’t feeling well- and seeing the medical team at Dallas Airport. After much back and forth with the airport medical team, his mom, (who confirmed he was autistic) and American Airlines the medical team said he needed to eat and have something to drink and they were worried he would get sick again and didn’t know if he should fly. I worked with American Airlines and the medical team at Dallas and told the medical team I would change my flight, grab some lunch with him and make sure he got on his flight ok—American didn’t charge me a dime for the flight change and even called me when he and I were eating lunch together to let me know his gate changed. When I dropped him off at his gate-for his flight the American Airlines team took great care of him, checked on him and made sure he boarded safely to go see his Mom for Christmas. Today was not at all what I pictured it to be.
It has turned out so much better. I had an amazing lunch with a wonderful young man from Louisville, Kentucky. While I don’t know him well I know he has a heart of gold and a wonderful mother and sister who he loves very much, and after texting with his mom- she loves him just as much. American Airlines handled the situation with such professionalism and care. The medical team at Dallas as well as police were also just as amazing. Every once and awhile we all need a little help. Regardless of disability, age, or social status. Thanks for making my day Will!”
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