Updated: Dec. 26, 2015
Originally Published: June 2, 2015
There’s good news for travelers: it seems that airlines are beginning to show a little more kindness, and it’s a relief to see some humanity returning to air travel.
Delta’s Thoughtful Gesture
Take, for example, a Delta flight delayed for hours on the runway in Tennessee due to bad weather. Instead of merely apologizing, the pilot decided to cheer up the passengers by ordering pizza for everyone on board. This thoughtful gesture quickly became a trend, with other Delta flights following suit to boost morale during similar delays. It’s a simple yet effective way to make the experience more enjoyable.
JetBlue’s Compassionate Service
However, the true test of compassion came from JetBlue when a mother traveling with her 11-year-old son, who has autism and sensory processing difficulties, sought assistance. While booking her tickets online, she was pleasantly surprised to find an option to disclose her son’s needs. To ensure a smooth journey, she called the airline and received a seat far from the restroom to avoid unpleasant odors. JetBlue even arranged for “silent boarding,” allowing them to board before the usual pre-boarding to help minimize stress. The flight attendants were exceptionally kind, and the mother later shared her heartfelt gratitude in a letter that gained widespread attention.
A Heartwarming Story from Southwest Airlines
Another touching story came from a Southwest Airlines flight. Passenger Peggy Uhle was at the airport preparing to fly from Chicago to Columbus when she received devastating news: her son was in a coma in Denver. Despite already turning off her phone, Southwest staff informed her of the situation and immediately rebooked her on a direct flight to Denver at no extra cost. They provided a private waiting area, rerouted her luggage, and even gave her a packed lunch for the journey. After her flight, the airline checked in on her to see how her son was doing, which truly exemplifies customer care.
Personal Reflections
Reflecting on my own experiences, I remember when airlines were more accommodating. When my grandmother passed in 1991, I was able to book a flight with American Airlines that offered what was then known as a “compassion ticket,” which included a discount and kind service. Contrast that with my experience two years ago when my mother was ill—I had to pay full price for a new ticket without any consideration for my situation.
These stories are heartening and remind us that some airlines still recognize that passengers are not just numbers but individuals with unique needs. A little kindness can transform a stressful experience into a memorable one, creating loyal customers for life.
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Conclusion
In summary, airlines like Delta, JetBlue, and Southwest are showing that compassion can make a significant difference in air travel experiences. Their thoughtful actions are a reminder that, sometimes, a little kindness goes a long way in turning a tough travel day into a positive memory.