CHICAGO — It’s the news a parent never wants to get. Peggy Uhle was on a plane at Midway Airport when a flight attendant told her to get off the plane and call her husband.
Her 24-year-old son went into a coma after suffering a traumatic brain injury in Denver, and Uhle was stuck in Chicago on a layover, the BoardingArea blog reports.
Before she had a chance to figure out how she was going to get to her son, Southwest Airlines had already rebooked her on a Denver-bound flight leaving in two hours.
Airline staff brought her to a private waiting area, rerouted her luggage, allowed priority boarding and even packed her a lunch for when she arrived.
“We’re certainly proud of, but not surprised by, any of the hard work that went into doing the right thing for Ms. Uhle and her family,” said Southwest spokesperson Thais Hanson in a statement to WGN.
The airline also delivered her luggage to where she was staying and called a few days later to check on her son.
The airline, which has a policy of no change fees, never asked to be repaid for the rebooking.
“This example is a direct reflection of the Southwest Airlines Culture,” Hanson said. “Employees are empowered at Southwest to go above and beyond the call of duty and follow their Hearts to make decisions that positively impact our Customers.”
According to the BoardingArea blog, Uhle’s son is still recovering. The airline spokesperson said they hope for a full recovery.
The airline recently received criticism after a woman claimed her flight crew denied a call to her suicidal husband after she received a troubling text message.
–By Michael Geheren, WGN