Airline Employee Pays for Passenger Ticket After She Misconnects

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In today’s travel age, you don’t often here about outstanding and above and beyond customer service, but one of our readers sent along this story they found and I wanted to share, because it shows that there are still some amazing people out there (especially with Alaska Airlines).

Airline Employee Pays for Passenger Ticket After She Misconnects

Airline Employee Pays for Passenger Ticket After She Misconnects

Per the News1130 articleA Vancouver woman is publicly thanking an Alaska Airlines employee for an act of kindness.

The employee paid out of pocket for Miriam Thomas to get home after being given the runaround by Delta Air Lines.

The nightmare started last Sunday when Thomas was flying on Delta from Vancouver to Ontario, California for work.

“The airplane that was coming to take us to Seattle was delayed due to weather. When it arrived it was delayed even longer because of mechanical maintenance issues, they couldn’t get it started. When we finally got up into the air, they couldn’t land in Seattle because of weather.”

Thomas says they were then told they were going to Portland, instead. “We landed in Portland, everyone is getting up, getting their stuff and they say ‘No, actually, everyone sit back down we’re going back to Seattle. We’ll have people waiting for you to help you figure out your connections, we’ll have people to take care of you.’”

She says they landed in Seattle and everyone was given a hotel voucher to spend the night.

Thomas says she made it to Ontario, California just in time for her work meeting.

She says she went to the airport to fly back to Seattle and there was some confusion with her return ticket. “They said ‘Don’t worry. We’ll assign you a seat once you get to the gate, just go because they’re already boarding.’ So, I am rushing through security, I am begging people in the security lineup to let me go ahead of them because the flight is going to take off without me.”

Thomas says she got to the gate and was told her ticket had been cancelled and the doors had to close.

“I went back through security, back to the customer service desk and that’s when it started to get crazy. The Alaska Airlines people were trying to figure out why Delta had cancelled my flight, Delta was trying to figure out what had happened. I was just standing at the desk with my bags seriously hoping I can get on some flight that day.”

She says after an hour of standing at the desk, she found out what happened. “When they had the mechanical maintenance and we ended up in Seattle and had to spend the night in a hotel there, they used the rest of the value of my entire ticket on that rescheduled flight that morning so there was no more money for me to fly home. They didn’t tell me that.”

“The two women I was dealing with from Alaska were comforting me. They were saying ‘Don’t worry, we’re going to figure this out,” she adds. “Finally the woman from Delta comes over and says ‘OK, so, the best we can do is get you on a flight for tomorrow.’ I started to panic, I had nowhere to stay.”

Thomas says that’s when a woman named Judy who works with Alaska Airlines offered her a travel voucher. “Using her voucher, it was so kind of her. She’s filling it out and I thought she just had these free passes. At one point her coworkers were standing behind her saying ‘Judy! Judy! You don’t have to do that.’ And she says ‘You know what, I’m paying it forward, it’s OK.’ At this point I realize something is up and she pulls out her credit card and starts putting in her credit card information.”

That’s when Thomas was told Judy was paying for her ticket to ensure she was going to get home, rather than be put on standby.

“She paid for my ticket, she paid for me to get home. She didn’t know me at all. I was sitting up at the gate waiting for the flight and she came by asking me how I was and offered me money for coffee. I was boarding and I thanked her again and she hugged me. It was amazing. She didn’t need to do that at all, she took care of me.”

“No more Delta if I can help it. I think I am an Alaska Airlines convert,” Thomas says.

Bottom Line

This story is amazing, and it shows just how great Alaska Airlines customer service is (Do you see an United agent doing this?).

Have you ever had an airline go above and beyond for you, let us know your story!

Editorial Note: Opinions, analyses, reviews or suggestions expressed on this site are those of the author’s alone, and have not been reviewed, approved or otherwise endorsed.

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  1. Based on experience with both carriers, I’m not the least bit surprised by either airline’s actions. Alaska in particular…they’re just the best and it starts with their employees.

  2. As a delta diamond/million miler who recently converted to Alaska, I’m not shocked at all. Alaska service is > Delta and its not even close. Dont get me started on their Alaska’s miles…..they are gold compared to skyrubles.

  3. I have personally worked with Judy for years. She is an amazing woman & I know she would do this without a second thought. I’m not surprised by her generosity because I have experienced it firsthand. I’m so proud to call her a co-worker & more importantly, a friend.

  4. This story really doesn’t make any sense…. 1 – Delta wouldn’t assign value to a ticket, rather they could have failed to issue additional coupons on the ticket, ie 3 legs 3 coupons and Delta just issued the coupons in such a way as to get her to Ontario.

    2 if she’s going down there for her work meeting, seems to me that unless she’s self employed her company would pick up the new ticket.

    Still, the Alaskan Airlines representative was great with what she did, just the rest of the story seems like it makes no sense.

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