09/21/2024
I want to take a moment and praise the customer service of
Airlines and Houston Airport today. I also want thank the group of strangers I got to work with who gave me a gift that is priceless.
We were on a layover in Houston on our way to Sante fe. While we were sitting at the restaurant by our gate, a man, began having a medical emergency.
After hearing his wife screaming for help, myself and a couple of other bystanders managed to team up and rush to their rescue.
It was the coolest act of team work I have ever gotten to experience.
Everyone took a role, did their job, communicated and we magically got the gentleman stabilized and started getting a medical background just as the paramedics arrived.
Without revealing too much, the gentleman was in a wheelchair and it was clear he had just had throat surgery. This was a very delicate situation. He and his wife were just trying to get home to their kids. They were both very anxious, scared and both needed an emotional Support human for a little while.
So here is where the kudos start to begin.
As we were intervening, in the background, the airport staff and
agent managed to get the paramedics there fire fast.
The staff at the restaurant took care of my abandoned items,and came over offered and followed through with all assistance we asked for without question. They brought us towels, water, honey and so on. The shop person even let us use one of the shop’s pillows for his head. They went above and beyond!!
After we got our gentleman back In his wheelchair, the staff assisted them to an area where they could be more comfortable and asses the next steps for them.
By the way, they missed their flight in the process of this.
A united concierge or agent… I am unsure and didn’t get his name , but please find him and give him a big bonus or a raise or something because he was fantastic.
He managed to rebook their flight, get them food vouchers and sat with them for at least two hours making sure they were ok. He was a great project manager and had people on point. He was also very very kind.
Although, the
team had the couple stable and comfortable, this was clearly a very traumatic moment for them so I decided to spend my lay over sitting with them and offer comfort if I was able to.
During my time there, one paramedic took our patient’s wife to eat (who desperately needed to as care givers are terrible at self care).
The paramedics were very kind and empathetic in their talks with the patient and the wife. They were. Great!
Our patient had a good cry in my arms as we share a hug. He was a lovely human. Although he was unable to speak, he was able to type so we have a lovely chat.
One paramedic who even assisted our patient to the bathroom which was really helpful for his wife.
United made sure to get them to the gate with help. Set them
Up with food vouchers so they could eat, and rebooked that flight like fire. They were so great!
His wife was one of those magical people that just has a way to make
You fell good because she was so kind and bubbly and genuine. She was also a mess of anxiety but holding her s**t together like a fierce warrior.
My flight arrived and I finally had to go. I gave them my number and asked them to let me know that they got home ok. On the end, United earned my loyalty and those strangers in the airport who I’ll sadly never ever see again, restored my faith in humanity.
Thank you United and Houston Airport IAH
