Holding a plane for a passenger is an iconic customer service gesture.
In a different era of commercial aviation, before on-time arrivals became so important that aircraft doors closed 15 minutes before departure, planes were almost routinely kept at the gate for passengers who were trying to make a connection or who were just late.
Which made the story of Kerry Drake, a grief-stricken United Airlines passenger who was trying to catch a flight from San Francisco to Lubbock, Tex., so that he could say goodbye to his dying mother, so remarkable — and heartwarming. Read more “Would you care to hold that plane?”
It’s easy to be an airline industry critic in an era of “no waivers, no favors” and fees on top of fees. It’s easy to paint airlines as heartless corporations that treat us like self-loading cargo.
But every now and then, you hear a story that turns you into an adoring fan. Like Nancy’s story.
Before I continue, I should mention a few things: Nancy is a faithful reader of this site, and I agreed to use only her first name because of the brutal nature of the crime and the age of the victim. Second, I’m not an emotional, John Boehner-type, but I can’t read her story without getting a little teary.