Building Life Long Memories through Customer Service

Los Angeles International Airport

Dilemma

Time was running out, and Mark Dickinson wasn’t sure whether he’d get to see his dying 2-year-old grandson one last time. A long line at Los Angeles International Airport’s security checkpoint had kept him from getting to his gate on time.

Solution

The pilot from Southwest Airlines stepped up and held the flight at the gate until Dickinson arrived. The pilot was standing by the jet way waiting for him when Dickinson arrived in socks, so rushed that he just grabbed his shoes at security and ran through the terminal.

Result

The passenger to the pilot: “I told him, ‘Thank you so much. I can’t tell you how much I appreciated that.’ And he said, ‘No problem. They can’t leave without me anyway,’ ” Dickinson told KABC.

Cited from article: ‘Pilot holds flight for man going to see dying grandson’

By Natalie Avon, Special to CNN, January 14, 2011

 

Airport/Customer Service/ December 10, 2014

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