Etihad Airways has been praised for their 鈥渁bove and beyond鈥� customer service when a plane was turned around at Manchester Airport to allow an elderly couple to visit their dying grandson.
The couple, who were preparing to set off for Australia via Abu Dhabi on March 30, found out about their grandson鈥檚 condition only after they had boarded the flight, reported The Independent.
The couple鈥檚 travel agent, Becky Stephenson, said they were switching off their mobile phone when they noticed a missed call from their son-in-law.
鈥淭hey were taxiing on the runway when they got the text message saying their grandson was in intensive care and they needed to get there,鈥� said Stephenson.
The couple informed the crew, who spoke to the captain, who then turned the plane back to the boarding gate, Stephenson said.
At the same time, the airline staff arranged to get the couple鈥檚 baggage and assisted them back through the airport.
According to Travel Weekly, the couple鈥檚 car was collected from the car park and taken to arrivals so they could drive off straightaway.
The flight still went ahead after the couple got off.
Unfortunately, their grandson died the following day on March 31.
鈥淚t was such a sad thing that happened to my clients, but it was lovely that Etihad was able to help in the way they did,鈥� Stephenson said.
She called the incident 鈥渧ery unusual鈥�.
鈥淚鈥檝e been in the travel business for 25 years鈥� and had not heard of an airline going 鈥渁bove and beyond with their customer service鈥� in such a way, she said.
鈥淢y customers were so grateful that staff were very helpful and they were taken care of.鈥�
The couple have been told that that they could use the ticket on a different date, Stephensons added, but 鈥渕y customers are not thinking of when they鈥檙e flying back out again鈥�.
RELATED STORIES
Plane makes emergency landing after passenger heard popping noises
Medical emergency sends Boston-bound plane to NY; pilot dies