“You might think that this request is a bit bold”

September 1, 2009

Every now and then I come across a case that leaves me deeply conflicted. This is one of those times.

Joel Pomerantz is a doctor who did the right thing, no question about it. A passenger on a US Airways flight needed help, and he volunteered his services. What happened next — and what to do about it — is less clear.

I could use your help, readers.

Here’s what happened to Pomerantz in his own words. It’s a letter he wrote to US Airways after the flight:

On July 12, 2009, I was traveling with my wife, Judy, in celebration of her 50th birthday on USAirways FLIGHT #718 (Philadelphia to Rome), SEATS 20G & 20H. I had just fallen asleep when I was interrupted by an emergency call from the crew asking for a doctor to assist with one of your passengers.

I am a practicing physician in Philadelphia. After hearing the flight crew’s request for medical assistance, I volunteered to help.

The passenger had overdosed on prescription sleeping medication. Interestingly enough, the flight attendants had allowed her to consume at least four bottles of wine and at least one small bottle of liquor. She attempted to breach the door of the flight crew and to turn on her cell phone to call the President of the United States to tell him she was being kidnapped. In addition, she exhibited other psychotic delusions.

Simultaneous to asking me for my medical help, the flight crew initiated a call to the ground. The on ground physician thought that the plane should make an emergency landing. I believe we were over Scotland or Ireland at the time.

I assessed the passenger, examined her and treated her in the air. I started forced hydration, induced vomiting, and sat with her for the next four hours until we landed. I personally monitored her vital signs every 15 minutes. This was done in conjunction with the on ground physician.

During the same time I was treating the passenger, I was asked to attend to another passenger who was experiencing headaches and dizziness due to increased blood pressure. I reviewed her medications, examined her, and treated her blood pressure (240/140) with extra doses of her medication.

When we landed, I was offered a bottle of champagne for my services. Neither my wife nor I drink. No alternate compensation (meal, transportation, or hotel voucher) was offered to us.

Although I am astonished that the passenger could be allowed to consume so much alcohol while in flight and/or be allowed to board the plane in such condition, I am a physician and personally feel a duty to respond to such situation as occurred on our flight to Italy to celebrate my wife’s birthday. That being said our “vacation flight” was interrupted to our detriment by non-sleep and exhaustion upon arrival in Italy. In reality, our long-awaited vacation, (I work about 80 hours a week and had planned to relax) which was supposed to begin on arrival after a nights sleep on the plane, did not start until the next day after we had caught up on our rest.

In consideration of the above and as some compensation for my assistance, I would ask for two round trip tickets for a trip that my wife and I are planning in October 2009 to Tel Aviv, Israel.

You might think that this request is a bit bold. After all, no one at US Airways had agreed to compensate me for my services as I was rendering them. And, I did not ask for compensation at the time. However, it is one thing to spend five minutes checking up on a person who needs medical assistance. It is quite another to spend four hours in the middle of the night being a psychotic passenger’s personal physician.

The physician on the ground had strongly recommended an emergency landing. However, due to my treatment of the patient, the flight continued without interruption to its final destination. If I had not been on board and if I had not offered to help, Flight #718 would most likely have been forced to make an emergency landing. I saved US Airways the cost of this emergency landing, the re-booking of passengers, the cost of feeding them, and probably the cost of accommodating some of them in hotels. This savings does not include the costs of missed connections once they arrived in Rome.

Thank you in advance for your anticipated prompt attention to this matter. It was my pleasure to be of service to US Airways.

So Pomerantz’s vacation didn’t get off to a good start. He had to work on his flight to Rome and was offered a bottle of champagne, even though he doesn’t drink. Does he deserve more? Yes, I think so.

Here’s what US Airways said:

Thank you for contacting Customer Relations at US Airways. It is our pleasure to be writing this letter to you, and to have an opportunity to express our heartfelt thanks for the compassion you showed in a recent medical emergency on July 12, 2009 onboard US Airways Flight 0718.

Although these situations are rare, it is always of great comfort to our crew and passengers when individuals with integrity, experience and commitment to the medical profession offer their assistance. You exemplified these admirable characteristics and we commend you.

Regrettably, we are unable to honor your request for two free round trip tickets as US Airways does not use the requested means of compensation as reparation for the flight incident that occurred. In addition, we are unable to offer compensation unto your wife.

In appreciation, we have authorized a $175.00 Electronic Travel With Us Voucher(s) (E-TUV). Your E-TUV is valid toward the purchase of travel on US Airways. Please be advised the E-TUV is not valid with Internet bookings and must be redeemed within one year from the date of this letter.

In other words, thanks, you’re a hero, but we’re not giving you and your wife a free ticket. How about a $175 voucher?

So here’s where I’m conflicted: I can see the doctor’s point. He saved US Airways a lot of money by volunteering his services on that flight.

At the same time, he volunteered his services, meaning that there was an assumption he would work without pay.

The bottle of champagne was not an appropriate token of the airline’s appreciation, given that Pomerantz doesn’t drink. The voucher was a more fitting gesture, but it was one he shouldn’t have had to ask for.

Should I send this case back to US Airways? Did the airline fail to reward Pomerantz for his services? Or did it do enough?

(Photo: superciliousness/Flickr Creative Commons)

Tagged as: DOCTOR, FLIGHT, rome, US AIRWAYS

Thalassa

@Andy Simpson: Here, the “vessel” did not actually face danger, although the “voyage” was certainly imperiled, as the plane could have been forced to make an emergency landing.

One might say the vessel did face danger, since the inebriated woman was attempting to open an emergency door inflight.
Victor Ozols

Yup, this is indeed a tough one. It is somewhat unseemly for the doctor to ask for compensation. Yet I think he can be forgiven, as it seems like someone in the U.S. Airways customer-relations office wasn’t thinking straight. He did U.S. Airways and all the passengers on that flight a huge favor with his voluntary medical service. Unless there’s something about this story we don’t know about, a pair of round trip tickets is but a fraction of the cost the airline would have incurred had he not gotten involved. I’m not a knee-jerk consumer advocate, but I would remind U.S. Airways that business isn’t about rules, it’s about relationships. The jury finds in favor of the doctor.
MikeZ

Let’s cut to the chase:

1. US’s response was a disgrace — exactly what we’ve come to expect from them (and most of their US-based legacy brethren). The doc’s actions saved them tens of thousands of dollars for all the reasons already noted. (Don’t agree with those figures? I can give you a complete breakdown of what they realistically could have faced.)

2. The doc’s “request” was probably over the top. But it’s quite possible he was so irked by US’s response that he overreacted — or maybe hoped they’d meet him somewhere in the middle.

2a. What would he have charged for similar treatment in a landside hospital? Perhaps he should bill US as well as the passenger and let them fight over who gets the right to pay for quite possibly saving the passenger’s life.Yes, technically speaking, he volunteered — but only when the plea for help was made. He could have ignored it, but instead met his Hippocratic obligation to help. In my book, it’s not worth splitting hairs over whether his “volunteering” is compensable.

3. The doc might forward a formal report to the EU and ask them to investigate whether US was negligent in providing so much alcohol to a single passenger. They take these things much more seriously than the FAA/DOT and might very likely sanction US for its negligence.

Of course, we wouldn’t be having this conversation if US had responded appropriately, either at the airport or in their response to the doc. But I wish I could win the Powerball jackpot every week. Which is probably the more likely of those two scenarios.

Fly US Airways? Are you kidding??

PS: Can someone please update us if there are any new developments?
Joel Wechsler

I’m in agreement with Byron, and I have a feeling that if USAirways had handled this properly from the beginning Dr. Pomerantz might not have made such a “bold” request. The bottle of Champagne and a $175 voucher is insulting to say the least, but two tickets to Tel Aviv is way over the top. If US had immediately upgraded the Pomerantz’ return from Rome and perhaps offered him a free domestic ticket or an upgrade on his next overseas trip this whole thing probably would have gone away or never arisen in the first place. If, Chris, you are going to intervene on Dr. Poemarntz behalf, I think you should request something less than what he asked for but far more than they have offered.
David Z

I would ask for two round trip tickets for a trip that my wife and I are planning in October 2009 to Tel Aviv, Israel.

Working on some of the comments, coupled with seeing some US Airways flights to Tel Aviv in October on their site, upgrading his flights might be “compensation” enough for what happened here.

One thing I learned along the way is things aren’t always a matter of what’s right or wrong, but what two parties or so can agree on. Good luck to both the doctor and US Airways on this.

And yeah, I also think US Airways did too little while the doctor’s asking too much. One of those catch-22s here.
Jim_J

I believe that the Doctor is entitled to compensation for the services that he performed and that a $175 voucher is totally inadequate. In recognition of what he did for the passenger and the thousands of dollars that he saved the airline, a trip to Tel Aviv seems appropriate. It cost US Airways almost nothing out of pocket to provide this trip.

Along with doing the right thing, US Airways has to think about future business from this passenger. It appears that he and his wife travel frequently. Should they only provide the compensation offered, I doubt that the trip to Tel Aviv or any other future trips will be on US Airways.
Richard

He saved the airline a lot of money but I don’t think he is really entitled to more than the going rate for the job he did, for which he should invoice the airline. Whether they then turn around and reclaim that money from the woman is a matter for them.
http://www.markbolster.com Mark Bolster

What airlines will do to try to save a buck never ceases to amaze me. Their incompetence is beyond belief. Flying has become a risk to passenger health (cramped seats, tarmac delays, bad air, etc, etc.) and I’m afraid that the airlines are going to have to kill a couple of dozen passengers before the government steps in and says “enough”. It has become apparent to me a LONG time ago that the airlines will NOT step up and do the right thing for consumers as long as they are not mandated to do so.
Susan H

I vote in favor of the doctor and his request for round trip tix. The airlines received 4 hours of his service and did nothing more than thank the man.
I was on a Lufthansa flight in June where they called for medical help from the passengers and the woman behind me spent the entire 8 hour trip attending to a man with heart problems.
I heard her joking about getting free tix for life, as a way of rewarding her. Now I wonder if she even got a bottle of wine.
Perhaps the airlines should come up with some compensation before asking for the help.
Ann_V

I like David Z’s suggestion of an upgrade for the doctor and his wife on the Tel Aviv flight. They still get the revenue for his tickets, but it does show appreciation – and upgrades are discretionary to some extent.
ccincalif

I had something somewhat similar happen to me years ago on a flight from Boston to Glasgow. The plane would not take off until they had each bag accounted for and connected with each passenger. We were being delayed because there was one bag which they could not trace to a passenger. To make a long story short, due to me asking if they could have mixed up my first and last name, and initially being balked at by a hostess for even thinking such a thing, they realized I was right (this was an hour after we should have taken off). They said if they didn’t find its owner, they were going to have to remove all the luggage to find this bag and then the flight could leave (it was a 747), ultimately hours later. They gave me nothing when I had asked for some frequent flyer miles upon my return home. Airlines are all take and no give. This doctor should not have had to ask for two roundtrip tickets, it is a pittance compared to the money he saved them, and it should have been given to him without a second thought, especially after he wrote to them. I think you should go back to US Airways and press them to “do the right thing.” As for me, I am one passenger who will not fly US Airways after hearing this. I already have been boycotting United Airlines for over 10 years for the way they treated me and my young children on an overseas flight.
Ian

Uh… he ‘volunteered’. Volunteering means doing something without expectation of financial gain. Chances are, he was not the only doctor on the plane. And if he had refused to help, there are literally hundreds of pages of procedures for the airline to follow to ensure the safety of the affected passenger (though it would’ve meant a few hours in Dublin, which the doctor would probably expect to be compensated for, as it would deprive him of some his vacation time).

Out of curiousity did he tell the crew he didn’t drink?

US is a ghastly airline and they probably could’ve handled the good doctor with more grace, but I really can’t see anything to indicate they have any kind of obligation to him for anything.

Moral of the story: know what volunteering means before committing to it. It is churlish in the extreme to demand some kind of compensation after the fact.
Amy B.

I wish both the doctor and the airline were willing to do the right thing just for the sake of doing the right thing. They’re both being pretty tacky.
Emily Turner

Legally he is entitled to nothing. Morally? An airline is a business and will not likely act based on morality. The response could have been great not poor PR but I suspect bad feelings all around will be the only result on this one.
Michelle

Yes, he deserves more, and yes, I think you should send it back to them. $175 and a bottle of champagne is just not sufficient, but I’m not sure if the 2 free round-trip tickets are excessive. If he’s a member of their frequent flier program, could they not provide him with 100K-250K miles to be used at his discretion, as a thank you for assisting passengers, crew, and the airlines as a whole?

He did volunteer his service, but had he refused, I wonder if he could have been in trouble with the medical board had someone complained that he was not willing to help…? Not sure that this matters, except that there is a difference between a volunteer service and an obligation.
Ian

Oh, and had US718 diverted to Dublin or Glasgow, a medical diversion usually does not impact on crew hours, so US would not have been required to accommodate the passengers as once the the passenger was offloaded, the aircraft would’ve resumed its flight to Rome, albeit late. The only inconvienance to the passengers would possibly be a missed connection in Rome (and perhaps lossed connections for the return flight when it returned to Philadelphia, if the delay resulted in a late departure from Rome). So, really, by not making a diversion the only costs the doctor saved US Airways was some lost connections.
cherie

Experienced similar event on trip on Singapore Air flying LA to Hongkong – ended up with little sleep on overnight transpacific flight. Was upgraded from business to first class on next flight WITHOUT
cherie

HAVING TO ASK!
John

Look at it from U.S. Airway’s COST perspective: The doctor on the ground recommended the plane make an emergency landing where virtually EVERY passenger would be negatively affected to the detriment of U.S. Airways and at an ADDITIONAL COST to the airline. The cost to reroute every passenger on that flight would have been much more than two free round-trip tickets for the doctor and his wife.

And, what happens the next time U.S. Airways asks for “volunteer” assistance? I’ll bet the next U.S. Airways flight requiring medical assistance is going to make that emergency landing. Penny wise. Pound foolish.
http://twitter.com/pyyhkala Mika Pyyhkala

I don’t think the compensation request was unreasonable for a unique situation. It is quite possible that the Envoy seats to TLV will go out empty, be given out as upgrades, or be given out to nonrevenue passengers. US could have, but didn’t, compromise, for example, by offering the passenger the 2 tickets as capacity controlled Envoy seats. The $175 travel voucher is an insult to the good doctor. The airlines routinely provide much more lavish compensation to people who volunteer their seats on overbooked flights or who have routine evrey day complaints. I wish they would put a front page headline in the NYT saying the carrier was so cheap here. This underscores how completely cheap and chincy corporate America is, most carriers included. It shows how US Airways management is letting bean counter types, who just look at annual reports, take over and run the asylum. It also shows a lack of pride and true focus on the part of the legacy carrier brands. Southwest Airlines appears to be the only domestic carrier that really has a good mission statement, and who is able to translate that mission in to tangible and intangible quality in the experience and the corporate DNA. How do you think Southwest would have handled a situation like this?
Keith

US Airways should’ve substituted something else for the champagne; perhaps a voucher for future travel of $500.That would have been sufficient. However, the doctor’s request is simply asking for “too much”. Perhaps the doctor is of the philosophy to ask for something ridiculous, and if he receives 50% of ‘ridiculous”, he has made a good deal.
Designermusings

I think the doctor “volunteered” his services. If he felt compensation was required, he should have billed US Airways his going rate for the services he performed with a detailed bill. Then let US Airways handle his bill in the manner the company felt was proper – either by issuing travel vouchers for the requested amount. The doctor is in the wrong for requesting payment in the manner he did, but US Airways is also in the wrong for the piddly offer of $175 dollars. That barely covers the copay a regular insured American pays at any urban ER for similar rendered services.
Marian

Shame on USAirways. For the time and money the volunteer doctor saved them by not having to make an emergency landing and all that involves, USAirways should have given the doctor and his wife 2 First Class tickets to anywhere USAirlines flies.
http://www.cutcat.com Regina

I usually find myself on the side of the customer. Not this time. Nobody forced the doctor to spend the entire flight with the patient. In his own words, “The physician on the ground had strongly recommended an emergency landing. However, due to my treatment of the patient, the flight continued without interruption to its final destination.” In other words, he could have decided to agree with the physician on the ground. Call me cynical, but I think part of the reason he stayed with the patient was because he knew that an emergency landing would be enormously inconvenient. It’s true he saved the airline money, time and trouble, but he also saved himself money, time and trouble. He lost a partial day of vacation due to exhaustion, but he would probably have lost more if the plane had made an unscheduled landing. So he was actually better off staying with the patient.

Even if his motives were purely altruistic, so what? He said that as a physician he felt obligated to help, so if he feels it was his “duty,” why is he requesting compensation? I’m not saying anyone should work for free, but I don’t think this situation falls into the “work for free” category. Sure, it would certainly be a nice gesture on the airline’s part, but chastising them for not providing freebies is ridiculous. It’s one thing to say it would be a nice gesture; it’s quite another to say the airline owes him anything. They don’t. If you expect to be compensated, then don’t volunteer.
Mike

I am surprised that no comments suggest he should bill the patients. While US has deeper pockets they were not the patients. The individuals who suffered illness should pay for their own medical care. US should surely show some appreciation as well given the savings that they enjoyed. Flight upgrades seem appropriate and serve to keep the customer as well
http://dangph.si.polymtl.ca Dang

I thought he’s entitled more than 2 round trip tickets. It must be 2 FIRST CLASS Roundtrip tickets. By the way it’s cost nothing for US Air. Already, employee travel on non-rev tickets. Be the way, I avoid US Air like the pest.
Allegheny was my favorite airlines to Pittsburg in the 70′s. But the service was going down when US Airways bougth Allegheny. I was once rerouting on US Air, never see a no-service airlines like that.
Chris in NC

Chris,
As a physician, I have mixed reactions when reading this article. Fortunately, I have never been called upon to respond to a medical emergency in flight. I have been called to assist strangers in other precarious situations (once I had to stabilize a knee in the wilderness and help evacuate the patient to the ranger station). My wife is also a health care professional, and we both have agreed that despite the possible legal liabilities, we will never ignore the medical needs of strangers.

As medical professionals, we have a moral obligation to help others, regardless of compensation. In my private practice, I have to charge for my time and expertise. Out in the field, I don’t expect compensation, but it is appreciated. To defend Dr. Pomerantz, he could have said nothing, and looked the other way as some would. He should be commended for sticking his neck out for a total stranger. I have to believe that there is more to this story, that he was absolutely disgusted by the situation (ie allowing a passenger to consume so much alcohol, or the disrespect shown by US Airways employees, etc) to “demand” something.

In my opinion, saying that US Airways has an obligation to provide 2 free tickets, or more because they saved X dollars misses the point. I don’t believe that US Airways has an obligation to compensate. It’s probably a smart thing to do and yes, I think they are being bull headed about it.

BTW, Chris, I believe a few years ago, there was a lawsuit filed against either AA or BA by a physician who treated a medical emergency during a trans-Atlantic flight. I can’t remember the details, but it was big news back then (at least in the medical community)
Annette

This is going to sound harsh, but I don’t think he’s owed anything more than he’s already been given and I think he’s just greedy. I’m sorry but he volunteered his time for a medical emergency, at the time he had no way of knowing if it was a 5 minute problem or something that was going to last the duration of the flight. I think you have to go into a situation like that assuming the latter, because if it was something minor they wouldn’t have been asking for medical assistance. And he should have allowed a day of rest after his flight anyway before starting his actual vacation plans – you can’t count on being able to sleep on the plane. If there’d been a screaming baby behind him would he have wanted compensation from the parents because he couldn’t sleep and was tired? No, he’s just greedy and his request reflects poorly on him and his profession. Next time he’s in that kind of situation he should let them know that he’ll offer his services at a reduced rate but not volunteer for free if he expects compensation.
Matt

When did the world change so much that people feel they should be compensated for volunteering to assist another person in danger? Granted it should not have happened because of her actions or the flight crews, but stuff happens. He volunteered so a thank you and a bottle of champagne are plenty. They should have upgraded his tix home to 1st class, but that’s about it. It makes me sad that everyone is about the money. Think of all the great karma he just got for himself. Sure the airlines stink when it comes to customer services, but I think his request is way out of line.
Mike

Doug Parker and his incompetent nitwits drop the ball again! What a fabulous LOST opportunity to promote a positive outcome of an unfortunate event. The PR value alone would be worth 10 times what the Dr. was asking for.

While I agree it’s a bit tacky on the part of the Dr. to ask for compensation, the extended services rendered were above and beyond the call, and a significantly more appropriate means of appreciation should have been offered PROMPTLY by US Air (if not by Doug Parker himself).

EVERY other person (flight crew, ground Dr., etc.) assisting with this passenger was paid for their services. The notion of offering a $12 (cost) bottle of champagne to a non-drinker as thanks for 4 hours of skilled medical treatment is despicable for US Air.

Various posters have looked up the RETAIL cost of the Tel Aviv airfare. Sorry folks, but you need to look at the ACTUAL cost of those tickets to the airline. When considering all the tangible AND intangible costs of an emergency landing, plus possible legal culpability for the flight crew serving the excess alcohol to the distressed passenger, the TRUE out-of-pocket costs to US Air to provide two “blank check” tickets is comparable to fighting over an extra bag of peanuts. They’ll waste more hard cash just catering a staff meeting!

The actions of the Doctor saved US Air tens of thousands of dollars they would have happily written off as the cost of doing business (and passed on to future customers – like this week’s higher bag fees!). In consideration for avoiding this expense and inconvenience to the other passengers, US Air invokes the principle of “no good deed goes unpunished”, and effectively gives the Doctor a pat on the back with a swift kick in the pants for his exemplary services and consideration for EVERYONE on the flight.

Chris: While the responses are mixed on the tactfulness of the Doctor’s request, the majority still think US Air acted shamefully. Stand up for the Doctor and smack some sense into Doug Parker and his US Air cronies for their distinctly backhanded compliment and chintziness.
Bill

Of course the doctor “volunteered” his services, but that is because they have chosen to dedicate their lives to serving the needs of others. They also have the hippocratic oath to uphold.

When there is a medical emergency, it is typical not to allow the victim to wait and possibly die while people haggle over payments and compensation.

At the same time, it is in poor taste for US Airways to attempt to compensate the doctor for his troubles with a bottle of wine, particularly when he does not drink.

The first thing that comes to mind would be, “what is US Airways’ corporate policy with regard to these things? If they don’t have a policy, then perhaps they should work with the American Medical Association to figure one out.

The bottom line is that the doctor did probably save a life, saved the airline and passengers a lot of inconvenience and grief..and went through some grief himself.

Having flown overseas myself, I know that you cannot always count on sleep when you’re on a flight. The noisy kids from my last UK flight come to mind – and I don’t think I should get two free tickets to Tel Aviv for that inconvenience. I think the parents should be forced to take a rowboat across the Atlantic with their demonspawn next time, but that’s beside the point.

I think the Airline should make a better attempt to compensate the doctor, but perhaps not to the extent he requested. They could offer him two years of airline club membership. They could offer him two first class upgrades on a regular ticket. There has got to be something that can be amenable to both parties for this issue.

That said, they need a policy which is fair that can be referred to in the future.
Rachel

It’s really disgraceful that US Airways didn’t do more on their own, however I think that two roundtrip tickets to Tel Aviv is a bit much considering the fact that he volunteered. The two upgrades is a much more reasonable option, and leave it up to the doctor whether or not he ever decides to give them his business again. He definitely benefited from rending his services, both in his own time (because there was no emergency landing) and in morality brownie points, so I see no reason for over-the-top compensation, but US Airways should be happy to provide reasonable compensation to a passenger who saved them a lot of hassle.
TIMEFLIR

HE IS A DOCTOR ITS HIS CHOICE TO BECOME ONE. HE TOOK AN OATH, NOW LIVE BUY IT.
Jack Bauer

What can we expect from an airline that was willing to charge $2 for WATER? That being said, perhaps 2 RT tix was too much, but an upgrade for those TLV tix would be an appropiate moral compensation for the doctor. Now, that being said, doctors are under oath to tend to sick ones, right? And there’s no provision for compensation for fulfilling that said oath, right? It’s a tricky one here, folks….Personally, though, I’d ask for an upgrade to first class and the champagne ;)
Les Wilder

I think Dr. Pomerantz is entirely reasonable in his request. He saved US Air many thousands of dollars by allowing the flight to proceed as scheduled. The cost to land a plane (landing fees, other airport costs) and take off (lots of jet fuel to get back to cruising altitude) plus all the other costs mentioned really add up. I don’t doubt that the flight crew has little to offer other than the champagne but the airline has lots of latitude. We’re always told that when asking for compensation from a business we should specify what we expect. The doctor did just that.

He did ‘volunteer’ as a responsible physician might but wound up sitting with a psychotic patient for hours. That’s very hard work. If US Air had even a smidgen of class they’d give him the tickets he can use with a very nice letter of appreciation.
Glenn

Ian said: “So, really, by not making a diversion the only costs the doctor saved US Airways was some lost connections.”
My understanding is that the airport would be within its rights to charge landing and takeoff fees as well as for any other services, such as additional fuel that may have been needed. I think the costs to US Airways would be much more significant than you suggest.
Erik

The good doctor saved US Air a lot of money and rendered unpaid services. He shouldn’t even have to ask for compensation in the first place.

I was on a Qantas flight from LAX a few years ago that made an unscheduled stop in Honolulu to send a patient to the hospital. While we arrived in Sydney only a couple hours late, our pilot was quick to note that the incident cost Qantas about $10,000 in fuel and landing fees.

At today’s fuel costs, I’d imagine a Scotland stop would have cost US Air a good $20-$30k. Their offer to Dr. Pomerantz of $175 is ridiculous.
Ian

@Bill

You raise a very interesting point, what exactly is the Doctor asking to receive compensation for?

1. For potentially saving US Airways money? Maybe, but the amount would have been minor, as I outlined in my earlier comment, as a medical diversion does not result in cancellation of the flight, and only minor hassles for passengers with connections. There may be some additional fuel purchase to get back in the air, but that’s about it. Land in Dublin, get the passenger and their bags off, re-fuel, wait for clearance (not that hard in Dublin at 6am in the morning) and continue to Rome. No accommodation, no meal vouchers, no re-bookings.

2. Impact on his vacation. Well, boo-hoo. I think everyone who flies has had a flight where they didn’t sleep, or had a bad seatmate, or a crying baby, or a bumpy stormy flight or a delayed departure out of JFK at 5pm and so on. Should all of these also be compensated?

Again, US are a terrible company who probably didn’t handle this well. But it’s tacky to ask for compensation after volunteering.
Randy

I’m inclined to side with the other physicians who have posted comments here. Volunteering to assisting those in need of medical attention when emergencies arise is an admirable deed, but one shouldn’t expect compensation for their actions. A request for two free international tickets strikes me as very inappropriate.

However, US Airways should recognize the very significant effort made by the Doctor, and their offer of $175 travel voucher is rather insulting, don’t you think? Others have offered some very good ideas – upgrades, miles, $500 voucher, etc – that are, to me at least, much more appropriates means of expressing the airlines appreciation for the physician’s efforts.
Jake

Just thought of something…say they had made the emergency landing. Does the airline then go after the passenger that caused it for those costs?
April Klazema

I think that it is a bit rich of the airline to expect on board physicians or medical professionals to help them out for free. I’m a trained EMT and have been on board several flights where “medical professional sought” has come through the PA system. Never have I received more than a brief thanks.

The airlines want us to pay for every single little thing these days, but don’t want to pay when a service is rendered on their behalf. In essence that is what it is. They do not choose to have medical professionals on every flight, and instead choose to rely on there being someone on the flight that can help. What happens if there isn’t? Then they must land the plane. So basically they get off with free services, when those same services would cost them a small fortune on the ground, and all the want to do is say thanks.

I’m not all about compensation, but compassion and common sense go a long way in my book. How will they expect people on future flights to behave if they see what happens here? No one wants to be stuck caring for someone who is not their patient, and about whom they know nothing, for an extended period of time, opening themselves up to lawsuits should something go wrong, especially if they are going to get absolutely nothing in return but a kick in the pants. It would be smart of the airline to do something more as a gesture of goodwill in order to cover themselves in the future should they need assistance.

Nope the airlines are selfish and self serving, and don’t really care what happens to one passenger. The only problem? If they keep up with this mentality, then they will loose alot more than 1 passenger.
Tom Measday

What US air should have done was give him their lowest fare for the future flight with a free upgrade to first class so he can rest and relax on his next vacation.

It is one thing to help in an emergency, which he did. It’s quite another to have him work for 3 1/2 hours after he solved their emergency problem.

The airlines rarely seem to think through customer service issues from the “customer” standpoint.
Chris in NC

@ Regina

Regina wrote “Call me cynical, but I think part of the reason he stayed with the patient was because he knew that an emergency landing would be enormously inconvenient. It’s true he saved the airline money, time and trouble, but he also saved himself money, time and trouble.”

I’m offended and somewhat appaled at that comment. For the non-medical people out there, health care providers (whether MDs, PAs, nurses, EMTs, etc), have an obligation (both moral and legal) to see things through (whether it is transfer or stabalization), once a provider-patient relationship has been established. No health care provider would ever abandon a patient. Thats why Dr. Pomerantz was obligated to stay with the patient during the remainder of the flight.

As a physician the LAST THING on his mind would be the flight diversion, his vacation or compensation. His priority is STABILIZING and TREATING THE PATIENT. When I treat patients in the field, I don’t pay attention to anything else.

The missed point is, Dr. Pomerantz had no legal obligation to volunteer his services. If the patient had a bad outcome (ie death or permanent injury), Dr. Pomerantz has no legal liability for not speaking up. Some of my colleagues would have chosen to stay quiet and ignored the situation. Unfortunately, because of the legal climate and the litigious society, many more providers are staying quiet.

For the record, I’m against routine compensation by airlines for providers volunteering their services. I’m afraid that doing so may increase our liability if we volunteer our services. Having said that, I do believe that US Airways’ response is pretty tacky, and had they handled it better at that time, this whole situation could have been averted.

Yes, Chris, I would write back… However, let me propose an alterative solution. Instead of giving Dr. Pomerantz 2 round trip tickets to Tel Aviv, how about US Airways give a $1000 donation to a charity of Dr. Pomerantz’s choice?

Chris in NC
Scott

No one is going to read this down here, but here goes…

People who are complaining about the doctor being offered wine/champagne are out of line. That was not offered by US but by the CREW onboard who were no position to do much of anything else. They don’t drink….oh well.

I find it funny how many people think they should give the doctor whatever he is asking for and more. These are probably the same people that demand free tickets for 30 minute delays. People who think companies owe them the world for minor inconveniences….and there are a lot of you.

I think the $175 voucher is insulting. US does not OWE anything, but something more tangible as appreciation is in order.

On the other hand, for the people trying to assess a cost to the diversion, most of you are wrong. This is NOT a mechanical diversion that could have taken an unknown amount of time to remedy. This would have been a diversion for purposes of removing a customer. You land, go to a gate, that customer is removed from the plane and then the flight resumes. Total delay likely about 2 hours to reach the final destination. Some missed connections, but as this is a flight arriving in the morning, there will be plenty of other connecting flights. Not nearly as big a deal as the doctor and some people here are making it out to be.
Jeff S

I believe asking for round trip tickets to Tel-Aviv is a bit much (after all, these are typically over $1k each), but a $175 credit is a bit light for the help he provided the airline. Since he basically lost a day of his vacation to prevent the airline from having to make an emergency landing, I feel US Airways should at least offer compensation equivalent to the costs he would incur from that one night (hotel, meals, rental car, etc.). After all, he did save the company thousands and thousands of dollars since they then chose not to make the emergency landing.

Interesting theory here though: why should the airline have to compensate him for his volunteered services to another passenger? Why shouldn’t that passenger hold the responsibility of compensating him?
B.J. Massette

US Airways is still operating on the premise that we need them more than they need us. Like almost all service personnl these days, the attitude is one of disregard for the customers feelings or wallet. As outlined in the fourth turning, this is in the process of changing. With half of workers unemployed (in the near future) it will be a Darwinian inevitability that those with money will be able to demand quality. However, we are not there yet. The airline requested services from a doctor. Legally, no one is expected to work for free, certainly not for four hours in a declared emergency setting. US Airways is in a short-sighted mode, “what is the bottom line for this week?” It abandoned the real way to profit by ignoring, “what is the bottom line after this hits the press? internet? goes viral?” And further to consider, how many doctors will ever volunteer for such a thing again, without getting a signed “authorization to treat and to bill” which may be really funny. Is there anyone actually on the plane that has the authority to bind the airline to pay anything?
Michelle B.

I think it’s a matter of feeling appreciated for the task at hand. When you hold a door open for a stranger,it’s nice to get a “Thanks”. You didn’t have to hold the door, you volunteered to do so. If no one thanks you after several times, you stop holding doors. And get a bit cynical toward others.

Certainly offering potentially life-saving efforts deserve more than a “Thanks”. It deserves a sincere appreciation. A bottle of champagne to a non-drinker, not sincere appreciation. $175 voucher when called to your attention, not sincere appreciation (which works out to significantly less since you can’t use it online which means a call to the 800 number where they charge a booking fee. I know, I’ve been there). I don’t think the doctor was actually saying “I saved you this much money because I helped and you should compenate me based on the money I saved you”, but more trying to talk to a corporation on it’s own terms which is always financial and not human (Southwest Airlines excluded).

It is obvious that US Airways does not sincerely appreciate the doctor’s help, so any gesture will probably not be right in the doctor’s eyes. However, I still think a reasonable gesture that should have been offered in the beginning is appropriate, and that should be upgrades to First Class on their Tel Aviv flight.
Dave

The good doctor volunteered to help. USAir should certainly volunteer to compensate him. I don’t think two round trip tickets to Tel Aviv are out of line. I hope we hear the final outcome of this one, as I’m quite curious. I also hope I never have to fly USAir.
Michael

How about 1st class upgrade on the way home, and a free upgrade when he buys coach for his Tel Aviv trip?
Katie

I feel bad that the doctor was forced to appear a bit tacky – he wouldn’t have to if the airline hadn’t been a bit bold to start with.

People in any kind of service to the public are still people. They went to school to learn a particular skill, and are happy to use it to help others whenever possible. There’s a ratio: More school + more time on the job = more pay. We need doctors’ and nurses’ services, and what they do is so important we should be willing to compensate them for their time. We appreciate the time they put in to learn their skills – therefore, we should appreciate the time they use them to serve us.

That’s why, though the doctor disclaims that his request is “bold,” I think it is so utterly bold of the airline to expect anyone to do their job for free, especially when his actions saved them so much money and bad press. While I understand the idea that being involved in medical professions is a “privilege” one “cannot put a price on,” it’s a pretty naive notion, and also a convenient one, in the case of someone acting irresponsibly and just expecting someone else to take care of the consequences. How nice to be able to say, “Well, I got completely wasted but a doctor happened to be on the flight and took care of me. I don’t even have to pay him, because it’s his DUTY to serve me!”