Southwest Airlines takes care of grieving grandfather strives to provide better service than our customers and clients expect.  And we’re always pleased to read stories about other companies who do the same.  One such story recently caught our attention.

On January 6th, Nancy and Mark Dickinson received the devastating news that their 2-year-old grandson suffered severe, life-threatening injuries after his mother’s boyfriend allegedly threw him across the room.  Mark was out of town on a business trip, and immediately booked a ticket on Southwest to fly to Denver to be with his daughter and grandson.  He arrived at LAX 2 hours before his flight was set to depart, but got caught in extremely long security lines.  He pleaded for assistance, but none was to be found.  His wife called Southwest to explain the situation.  And that’s when things started to go right.

Mark arrived at his gate after the flight was scheduled to depart, and found the pilot had held the plane to wait for him.  And Mark was able to make it to Denver before his grandson passed away. 

We tip our hat to Southwest for going above and beyond to care for this grieving grandfather.  To learn more about this wonderful act of customer service, and to read the pilot’s kind words, see this article from the Denver Post.

About Katie

I joined in 2002 as a part-time content screener and now serve as Director of Operations, overseeing Legacy’s day-to-day operations (Guest Book screening, obituary processing, customer service, and client service). I grew up in California, the daughter of a psychologist and a minister. My parents instilled in me the importance of listening to and caring about others. One of the things I appreciate most about working at is that I am able to have a small part in easing people's pain during one of the most difficult times in their lives. In my life outside of Legacy, I enjoy baking treats (and bringing them to the office to share), playing the piano, reading, taking pictures, tending to our vegetable & herb gardens, trying out new restaurants and foods, spending time with my husband, Chuck (whom I met at Legacy) and our kids, Brett Jr. & Josie.
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