Southwest gets good customer service reviews, and they get some credit for this:
http://travel.usatoday.com/flights/...olds-flight-for-grieving-grandfather/138762/1
A Southwest Airlines pilot has been in the news during the past week after he held a flight from Los Angeles for 12 minutes -- just enough time to allow a grieving grandfather to catch the flight in an effort to see his dying grandson in Colorado.
The boy -- 2 year-old -- Caden Rogers -- died, but grandfather Mark Dickinson was able to complete his connecting itinerary and arrive in Colorado before the boy's death.
But, according to a growing number of media accounts, Dickinson had to overcome numerous obstacles to make that happen.
From the very beginning, ABC News writes "security officials at the Los Angeles Airport did not believe Dickinson when he asked to be moved further up in a long slow-moving security line because he was hoping to make the flight and find his grandson still alive."
"I thought, 'Oh my God, I'm not going to make my flight'. I didn't know when I was going to get the next one. I resigned myself to the fact that it was my fault," Dickinson is quoted as saying by ABC News.
But, in the meantime, wife Nancy Dickinson had decided to call the airline to see if there was any way Southwest could hold the flight -- possibly her husband's final chance to make it to Colorado in time.
Christopher Elliott first reported the story on his travel blog Elliott.org, quoting an e-mail from Nancy.
She tells Elliott that when her husband finally arrived at the gate, both "the pilot of his plane and the ticketing agent both said, 'Are you Mark? We held the plane for you and we're so sorry about the loss of your grandson.' "
Nancy continued to Elliott:
As my husband walked down the Jetway with the pilot, he said, "I can't thank you enough for this."
The pilot responded with, "They can't go anywhere without me and I wasn't going anywhere without you. Now relax. We'll get you there. And again, I'm so sorry."