Reply #7: Experience x 2 - [View All]

[Madrone]

I've had to make 2 unexpected flights home due to family medical emergencies.

I NOMINATE AMERICAN AIRLINES WHOLEHEARTEDLY, WITHOUT RESERVATION AND EMPHATICALLY.

The first time my mom had emergency brain surgery. After thinking about it I decided I wanted to go home before she went to the hospital - I didn't know if she'd be sent home and scheduled an appointment 2 weeks out or if they'd admit her immediately. She was due to go in on a Tuesday, and after thinking about it I decided it was important to go home before then - to see her and spend time with her before the possibility of brain surgery. I didn't know if she'd live through it, or know who I was after having it. I called every airline known to man - none were helpful. Some wench at United basically told me that I should wait until after mom had the surgery and if there were an emergency or if she died THEN I should get a ticket and fly home. Because she wasn't actually *in* the hospital at the time I was trying to go home I was beating my head against a brick wall. Then I called American. Whomever I spoke to wasn't only helpful, they were genuine and compassionate. She went out of her way to help me iron out the particulars and get me a flight. Because mom wasn't in the hospital yet she told me all I had to do was get the name of the hospital she was scheduled to be at and the name of the neurosurgeon she was to meet with. They issued me a ticket and I flew home late Friday night (mom didn't know I was coming - it was surprise) and a friend picked me up at the airport and took me to my mom's the next morning.

The second time my mother's husband had a massive heart attack and was expected to die. I didn't even mess around with calling any airline other than America. They treated me exceptionally well the first time, AND were the cheapest - so I called them this time as well. Again - very genuine and compassionate people on the phone helping me get things squared away. This is a HUGELY long story - but the cliff notes of the cliff notes version is that due to weather in Chicago my flight out of Seattle was delayed, and my flight to Kalamazoo from Chicago was canceled. One of the flight attendants lived in the Chicago suburbs and our flight was her last one. She DROVE me to Kalamazoo from the airport!! We are talking a 3 our drive - each way. SHE DROVE ME ALL THE WAY HOME - on her own time and her own dime. Unbelievable!

I'll never call another airline if I'm ever again in similar circumstances.

FYI - Each time the ticket was between $500 and $600 - although probably closer to $600. One very helpful thing about the bereavement fares was it's pretty much open ended. You have to give a leave and a return date when you book the ticket - but the return date can be moved around as often as needed with no penalty.

I can't say enough about how I was treated by American Airlines during these two already difficult situations - and I've only given you the outline. There's actually more to the story - how accommodating, compassionate and helpful they were. They went far, FAR above the call of duty to help me out and I'll never forget their assistance.