Thank You United Airlines!

I know that's not something you hear much these days. Someone thanking an airline. Many times it seems as though the airline industry’s slogan should be, “We not happy until you’re not happy!”

In this case, I want to make sure credit is given where credit is due. So often we are quick to point out what goes wrong that we forget it is just as important to thank people when things go right and when people go above and beyond for us weary travelers.

My story isn't about me, it is about my son and his young family traveling to visit his in-laws in Brazil. With a new born daughter in tow and their 5-year-old son Lucas, Carter and Luisa went to show off the new grandchild to the grandparents and family in Belo Brazil. The flight down was long and while tiring, uneventful. It was the flight back that got exciting, for all the wrong reasons!

They had booked United from Newark to Sao Paulo and then used a partner airline to fly from Sao Paulo to Belo. On the return trip, they were told that all the flights to Sao Paulo were cancelled! That they were on their own to make other arrangements. The airline Avianca, had gone bankrupt! To add to the pain, all the partner airlines with United didn’t fly into Sao Paulo but to neighboring airports some 60 to 70 miles away. Imagine that day of travel with two small children and all the luggage that goes with them!

With 2G internet the kids called me and asked if I could help. I was on the case!

This is where Rose comes in at the United 1K help desk. I called to see what could be done. I explained the situation, how as a father and a grandfather how concerned I was about getting them all home safely and was hoping there could be something she could do.

After looking at all the possibilities, getting her supervisor involved Rose figured out how to use a non-partner airline called AZUL to fly the family to Sao Paulo in plenty of time to make their overnight flight back to Newark. She even booked them on the direct flight from Sao Paulo to Newark so they wouldn't have to layover in DC making the trip even easier for them. What I loved was she was delighted to help us out, she cared!

What started as a disaster turned into a return flight that was even better than originally planned. Oh, and I should mention that United made sure there wasn’t any out of pocket expense either. How they made up the difference I am not sure, I am just grateful!

I asked to speak with her supervisor to make sure Rose got all the credit she deserved. The supervisor was so grateful for the call. The reason I am writing this short article is because she mentioned to me, “We always hear when things go wrong. Rarely does anyone ever call to say thank you when we do things right. This call means the world to us. I will make sure everyone knows how great Rose is. Thank you!”

I have flown over 2 million miles on United and close to another million miles on everyone else. Given that I am in the air almost every week of the year I have seen a little bit of everything. Delays, good service and not so good service. People being kind and people being… well, less than kind. I have decided that kindness is very much a two-way street. If you approach the gate staff with a smile and a calm demeanor you are much more likely to get a positive and helpful response. Storm up to the desk, raise your voice and demand anything and your odds of flying that day go WAY down.

So, let's be more kind, a little more grateful and see what happens!

I have to say that most of my travel goes quite well. There may be delays because of weather or whatever, in most cases I know that the crew and the staff are doing the best they can to get me from point A to point B safely. For that I am grateful. My livelihood depends on it!

I am sure you have a positive story you can share about your airline. I would love to hear your stories too!