In moments of testing, most flight attendants rise to the occasion. I recently witnessed a beautiful interaction between two flights attendants and an older gentleman on a flight to Chicago on United Airlines. The flight attendants went above and beyond their call of duty, displaying selfless care and affection for a passenger in need.
Compassionate Flight Attendants On United Airlines Help A Man In Need
Yesterday I wrote about United’s latest push for flight attendants to offer the following baseline of service on every flight:
- Provide a warm welcome to customers as they board
- Show a positive and friendly attitude
- Be visible and attentive throughout the flight
- Thank customers as they deplane
But on a recent flight from Houston to Chicago, the flight attendants went far further than that.
I was seated in 1F, the starboard window seat in first class. Next to me in 1E was a very old man (I don’t know how better to say it). He had boarded early via wheelchair and was sitting in his seat when I boarded. Other than a brief hello, he sat quietly.
Just moments after takeoff, it was clear he had to use the lavatory. He tried to get up, but fell back into his seat. He tried to get up again, then fell back into his seat again.
Not only was the man feeble, but the angle of the plane made it impossible from him to stand even while clasping the bulkhead. I took off my seat belt to help him to the lavatory, but before I could a cheerful flight attendant appeared.
FA: Sir, we’re still on a very steep climb. Can you wait?
Man: No.
FA: All right then, let’s go!
She and her colleague sprung into action. They both lifted him from his seat and one flight attendant held his hand while the other flight attendant steadied the old man from behind so he would not fall back.
They helped him into the lavatory and stood by in case he needed any assistance. Then they helped him back into his seat.
There was no scolding, no lecturing about using the lavatory before takeoff: just compassion and kindness. It was a beautiful sight to behold.
I wonder if all flight attendants would be so accommodating? After all, lifting a heavy man and walking through the cabin just minutes after takeoff is a dangerous thing and not part of the flight attendant job description.
But the beautiful gesture gives me hope that we will see continue to see service improvements onboard. It was about more than just the physical assistance: it was the gentle tone in which the man was addressed, so that he did not feel bad for what must have been a very uncomfortable situation.
CONCLUSION
I was privileged to witness such a kind encounter onboard. To say it was a “given” that the flight attendants would respond in this way really fails to understand the valid safety concerns flight attendants have. Kudos to the two flight attendants for being so gracious to the passenger in need.
Hooray for a positive news story on flying!
Much better than letting him wet the seat then say “we are here primarily for your safety” and “disagree and the police will be called for interference with a crew member”.
Helping the man, that’s the “fly the friendly skies” attitude of years past.
That’s Continental during the 1990s and 2000s for you
That’s a great story, especially these days.
1% are good, while 99% are awful
No! 99% are GREAT, 1% are dreadful. Just like the passengers.
Namaste, Jerry
yes!
Your math is off, Jerry. Way off.
@Matthew– Two weeks ago I had one of the more stressful days in my life– my parents were moving across the country to be closer to family and I escorted my very elderly father who is mobility challenged (and required a wheelchair at the airport) on an AA flight in F. I have to say, I was extremely impressed by how accommodating the FA was throughout the entire flight. As an example, at one point when my father started coughing (he wasn’t sick- it just happens these days with him), the FA actually proactively went to the lav and brought him tissues. I’ve been Plat/Plat Pro on AA for over a decade, and for me this was probably the one flight where I needed everything to go okay, and AA came through.
Yay Go United!!!
What does it say about the industry where acts like this celebrated as an example when instead they should be the norm?
I could not agree more. What they did to this man should be the norm but instead we have to write about it. That is how low airline personnel has reached. Sad!!!
Really??? You can’t say something nice about a work group that is being physically assaulted on a daily basis, simply for doing their job?? A work group that is spat on, punched, slapped, have their hair pulled, their teeth knocked out, hot and cold beverages thrown on them DAILY. Not to mention more than 1/3 to 1/2 of their work force has been laid off or at the very least furloughed.
You wonder why they’re NOW a defensive, wary, sullen, quietly seething group of First Responders??
Because that IS what they are…..since 9/11….First Responders.
Make no mistake about that. They haven’t forgotten.
I can tell you what else they haven’t forgotten.
Their humanity. They ALL look at an elderly person as possibly being their own family member…. Alone in this world.
It’s their abundance of humanity that got them the job in the first place.
I should know….. I was a F/A for 35 years with AA. If I was drawn to anyone…. It was the elderly, the most feeble, the least able to do for themselves.
Even though this is an old post, I have to commend you for reminding people that FAs get abused on a regular basis. The unrealistic, entitled attitude (“it should be the norm”) of the oc also, ironically, proves exactly why the service industry has to micromanage staff behavior to emphasize an efficient, but not too personal model, in order to avoid inviting the very same abuse you’ve just mentioned.
When it comes to special needs passengers, it is up to them or their carers to contact the airline to make arrangements, because individuals who just come in, expecting cabin crew to be ready to drop all other passengers’ requests just to accommodate theirs, should restrict themselves to 1st class and chartered flights, because most airlines no longer offer resources to provide enough personnel, amenities, and services that many of us have grown accustomed to.
Good for them. Is was either that or having a piss soaked seat and passenger.
As a young man, I was my grandmother’s traveling companion on several flights. She was in her late eighties. I’m curious to the backstory as to why this “very old man” was traveling alone. FAs should not be utilized as a CNA – nor should this be the “norm” @Aaron & @Santasico. The real “norm” is if you need this type of assistance, bring along a family member or am companion to provide this special assistance.
Incontenience is an issue many older people have to contend, I’ve see many loving travel companions provide their loved one (or those they’re caring for) an absorbent pad. It’s life.
Add a change of outfits!
I recently flew United and found them to be very curious and helpful. It was a very present experience. I have not flown United in years but I would definitely fly with them again. As a matter of fact as I was getting off the plane the pilot was in front of me and seeing that I was having a hard time with my luggage- took it up the walk way for me. Never had that happen before on any other flight.
I’m a former flight attendant. I broke “the rules” quite a few times to help passengers in distress. The rules and regulations we study in training can’t cover everyone and every situation. It was my pleasure to be of assistance. I always thought that one day I might be that passenger and would hope the FA showed compassion for me.
@ M Casey. Hindsight is a wonderful thing. On the other hand, the reality is that these two rose to the occasion and should be commended for it. We are quick to criticise but tend to take the many kindnesses for granted.
Just for the record, yes, the assistance for this man was compassionate, however, it is a Federal Aviation Regulation to remain seated when the seatbelt sign is on. There are fines administered should someone gets injured. Safety is the number one priority.
There are times when quoting FAR’S to someone is inappropriate. They did exactly what you would hope they would do for your grandfather. An experienced flight attendant knows when to apply compassion ahead of the rules.
This really i a beautiful story. And good on you, Matthew for attempting to offer assistance. As a nurse, and I guess I speak for all nurses when I say this, there’s something in our psyche that would immediately cause us to spring into action to help where possible, in a scenario like this. We can’t help ourselves. We just get up and do what’s needed out of concern and compassion. It’s no secret that many nurses wind up as flight attendants and airlines just love them because they make excellent cabin crew! I suspect that these two flight attendants were nurses before joining the airlines to fly. It just sounds like a story that any nurses could automatically relate to. ..
HEARTWARMING!!!
My partner and I have been flying United F domestically for a number of years. I think it’s fair to say we haven’t had a “bad” flight with any of them. I know it’s only a matter of time until we run into the dredded bad apple, but I think the common theme amongst all of our flights and those above me is that it’s always up front. I often wonder if I’d have the same high view of United if we flew in the back….
Thank you for cheering me up. And thank you to those FA’s for their kindness! I’m disabled and I’ve experienced how rare these acts are. It can be a cold world, especially in these troubled times…..
I’m glad they did something nice. The problem with the “bitchy flight attendants” (many people are referring to) is because if they hit turbulence, and the man got hurt, everyone would say “well why did they let him get up if they knew it’s not safe to be up”. So stop judging “the bitchy flight attendants” for telling people it’s not safe to get up when the seat belt sign is on.
Beautiful interaction, indeed, but this is against Federal Aviation Regulations and these flight attendants could receive fines in excess of 10,000 for the violation. Absolutely agree that there should be more compassion, but the federal laws governing aviation safety and the potential consequences for violating them can be a difficult thing to balance, especially when it ends up on the internet.
There are some great acts of kindness that FA do everyday that go unnoticed, most of the time only the bad things get noticed and printed in your comments. Thanks for printing something positive. I was a FA and know many who are, in Denver a few weeks ago I witnessed some FAs who were going to their layover, stop to help a man who was confused and didn’t know where he was or where he was going. They stayed with him, working with agents they were able to find out where his final stop was. His flight canceled,weather, the agent took him to the UM lounge and stayed with him all night to put him on a flight the next day. Those are the moments that go unnoticed, they happen everyday.
I am retired United FA with 33 years. I am grateful you saw this gesture but not at all surprised. We are innately caretakers… one of the qualities they look for when hiring. When given the time we will always step up to the plate and do what is necessary. But lately it has been nothing but a battle ground with heightened aggression and serious safety challenges. Kudos to these FAs for remembering who we are and what we are there for. To take care of our valued customers!
I flew UA sfo-lhr last week in Polaris and the staff were all excellent. I think United are really trying to up their game and as a UA million miler & Platinum I appreciate it.