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WN Pilot Holds Plane For Murdered Child's Family  
User currently offlinejreuschl From United States of America, joined Jul 2009, 550 posts, RR: 0
Posted (3 years 11 months 1 week 2 days 19 hours ago) and read 23466 times:

http://www.elliott.org/blog/southwes...s-plane-for-murder-victims-family/

Hats off to the pilot for this honorable thing to do. RIP to the victim.

There were obviously some things done in the background to make sure this was done, too. It seems the ticketing agent took the charge to make sure the word was received by the pilot that this passenger had a tragic circumstance.

This brings up a number of questions:

1. How often does this happen and do all pilots have the power to do this? Or would they be punished as the article might suggest?
2. Why did the TSA agents not really seem to care? (well, that could be a whole new thread or maybe not... just a simple DUH!)

68 replies: All unread, showing first 25:
 
User currently offlineDocLightning From United States of America, joined Nov 2005, 20334 posts, RR: 59
Reply 1, posted (3 years 11 months 1 week 2 days 19 hours ago) and read 23413 times:

Quoting jreuschl (Thread starter):
2. Why did the TSA agents not really seem to care? (well, that could be a whole new thread or maybe not... just a simple DUH!)

1) They probably hear a lot of sob stories.
2) Duh.

One of the reasons I love WN is because they believe that sometimes the rules can be bent just a little when it comes to doing the right thing. They empower their employees to be humans and to treat passengers humanely. They hire people who are genuinely nice.

For this little 12 minute delay (which is probably easily recoverable over the course of the day), WN got an entire article written about how great they are. And all humanity and decency aside, THAT'S good business practice.


User currently offlinejetblue777 From United States of America, joined Jul 2009, 1468 posts, RR: 1
Reply 2, posted (3 years 11 months 1 week 2 days 18 hours ago) and read 23386 times:

Hats off to the pilot! What a nice thing to do, my deepest sympathy for the family's lost.  


It's a cultural thing.
User currently offlineAtrude777 From United States of America, joined Aug 2003, 5702 posts, RR: 52
Reply 3, posted (3 years 11 months 1 week 2 days 18 hours ago) and read 23266 times:

Quoting jreuschl (Thread starter):

1. How often does this happen and do all pilots have the power to do this? Or would they be punished as the article might suggest?

It only happens as often as people can help it. Captains have the final say as he mentioned in the article. He would not be punished by WN for doing the right thing.



Good things come to those who wait, better things come to those who go AFTER it!
User currently offlinespartanmjf From United States of America, joined Nov 2005, 514 posts, RR: 0
Reply 4, posted (3 years 11 months 1 week 2 days 18 hours ago) and read 23252 times:

The difference between WN and the rest of the domestic pack, including B6/FL/AA/DL/UA/AS, for me is the Southwest approach to doing the right thing, by and large, to help all customers. The 'icing on the cake' is when they go a bit more out of their way to assist travelers in true need. Way to LUV!


"Nuts to the man in 21D!"
User currently offlinechrisair From United States of America, joined Sep 2000, 2182 posts, RR: 3
Reply 5, posted (3 years 11 months 1 week 2 days 18 hours ago) and read 22934 times:

Quoting jreuschl (Thread starter):
2. Why did the TSA agents not really seem to care? (well, that could be a whole new thread or maybe not... just a simple DUH!)

It's the TSA at LAX. Quite possibly the worst in the country in my experience.

Quoting spartanmjf (Reply 4):
The difference between WN and the rest of the domestic pack, including B6/FL/AA/DL/UA/AS, for me is the Southwest approach to doing the right thing, by and large, to help all customers. The 'icing on the cake' is when they go a bit more out of their way to assist travelers in true need. Way to LUV!

I'd like to think that the rest of the airlines you posted would do the same thing for this person given the circumstances. And I really think Alaska would do the same thing. That being said, I'm not so sure some the other airlines you posted would. That's just unfortunate.


User currently offlinehatbutton From United States of America, joined Mar 2005, 1500 posts, RR: 14
Reply 6, posted (3 years 11 months 1 week 2 days 17 hours ago) and read 22701 times:

Quoting chrisair (Reply 5):
I'd like to think that the rest of the airlines you posted would do the same thing for this person given the circumstances. And I really think Alaska would do the same thing. That being said, I'm not so sure some the other airlines you posted would. That's just unfortunate.

AS would most definitely do something like this and does all the time. There is something at AS called the Empowerment Toolkit that front line employees are allowed to use in extreme and abnormal circumstances, to circumvent policy in order to give a passenger the treatment they deserve. And they won't be punished for doing so because AS knows, like WN, that there are some things more important in life than on time performance or a few saved dollars for the company here and there.


User currently offlinemacsog6 From United States of America, joined Jan 2010, 539 posts, RR: 0
Reply 7, posted (3 years 11 months 1 week 2 days 17 hours ago) and read 22620 times:
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Quoting chrisair (Reply 5):
And I really think Alaska would do the same thing

When a very close relative was diagnosed with terminal cancer, QF held the flight from WLG to SYD for about 30m for me. Of course, NZ Customs and Immigration rushed me right through as well.

Other airlines have hearts too.



Sixty Plus Years of Flying! "I fly because it releases my mind from the tyranny of petty things." - Saint Ex
User currently offlineGoldenshield From United States of America, joined Jan 2001, 6117 posts, RR: 14
Reply 8, posted (3 years 11 months 1 week 2 days 13 hours ago) and read 22058 times:

Quoting chrisair (Reply 5):
I'd like to think that the rest of the airlines you posted would do the same thing for this person given the circumstances.

I once flew out of SMF on HP, and they held the the plane a whopping 20 minutes for a lady whose daughter was on her death bed (Car accident, or something similar.) HP was kind enough to give her a first class seat, too. As this lady got on the plane, she was in a terrible state of shock, her phone glued to her ear. She hadn't been sat down for 30 seconds, and then she let out a scream of agony; scared the crap out of me as well, as I was sitting right across the aisle. It then took her another 10 minutes for her to calm down enough for the crew to depart.

Suffice to say, I have a feeling that if the circumstances warrant it---such as the above, as well as the OP's situation---then on-time be damned. Get them where they're going.



Two all beef patties, special sauce, lettuce, cheese, pickles, onions on a sesame seed bun.
User currently offline777jaah From Colombia, joined Jan 2006, 1403 posts, RR: 0
Reply 9, posted (3 years 11 months 1 week 2 days 9 hours ago) and read 20094 times:

AV once waited for my mom's family for almost 45 min. My grandmother had passed away in her hometown, while all her daughters (my mom included) were on a family trip in SMX. The captain waited in the gate (despite they were connecting from another airline's flight) while all of them went through customs, and after takeoff, he went and gave them the condolences on behalf on the crew and the airline. I will say it was more than a compassionate guy, it was also a classy touch.


777jaah



Next flights: AV BOG-ADZ-BOG, AV-UA BOG-IAD-ORD-IAD-BOG, BOG-FLL-BOG, LA BOG-MIA-BOG J
User currently offlineNYCFlyer From United States of America, joined Jan 2005, 1388 posts, RR: 9
Reply 10, posted (3 years 11 months 1 week 2 days 9 hours ago) and read 19785 times:

Quoting DocLightning (Reply 1):
For this little 12 minute delay (which is probably easily recoverable over the course of the day), WN got an entire article written about how great they are. And all humanity and decency aside, THAT'S good business practice.

Spot on.

That said, I found the original blog post recounting this incident very hard to follow. At first it seemed like the man was flying TUS-DEN, but then it's actually LAX-DEN.

But that doesn't matter; obviously, the point of this thread is that WN did the right thing, and they should be applauded for it.


User currently offlineDTWPurserBoy From United States of America, joined Feb 2010, 1770 posts, RR: 7
Reply 11, posted (3 years 11 months 1 week 2 days 9 hours ago) and read 19787 times:

DL absolutely would have done the same thing and then sent an employee to travel with the family to their destination. We are very good at seperating the genuine tragedies from the occasional BS artist.


Qualified on Concorde/B707/B720/B727/B737/B747/B757/B767/B777/DC-8/DC-9/DC-10/A319/A320/A330/MD-88-90
User currently offlineB735 From Denmark, joined Oct 2010, 69 posts, RR: 0
Reply 12, posted (3 years 11 months 1 week 2 days 8 hours ago) and read 18700 times:

It is great to hear that an airline gives this kind of courtesy. In the world we live way to many people are focused only on them self’s, money or whatever. Hearing this kind of stories is a nice reminder that there are still friendly and caring persons out there, even if you don't know them and they don't know you...

Kudos to Southwest!


User currently offlineContinental From United States of America, joined Jun 2000, 5521 posts, RR: 18
Reply 13, posted (3 years 11 months 1 week 2 days 8 hours ago) and read 18481 times:

Hats off to WN. I flew them for the first time a couple of weeks ago and I am a fan. Both flights were unlike any other I had ever taken.

User currently offlineGonzalo From Chile, joined Aug 2005, 1996 posts, RR: 2
Reply 14, posted (3 years 11 months 1 week 2 days 8 hours ago) and read 18202 times:

This is not a surprise for me . I never flew with them till now but I read the book "The Style Southwest Airlines" ( Jody Hoffer Gittell is the writer, this book is part of my small library of aviation ). Although this book is more about the management style with Herb Kelleher and Collen Barrett, allows the reader from the distance take a good picture of how the airline treats their customers. Kudos to the captain for his kind gesture.

Rgds.

G.

( Edited for typo )

[Edited 2011-01-13 07:14:26]


80 Knots...V1...Rotate...Gear Up...DC-3 / EMB-110 / Fairchild-227 / Ab318-19-20 / B732 / B763
User currently offlineAloha717200 From United States of America, joined Aug 2003, 4524 posts, RR: 15
Reply 15, posted (3 years 11 months 1 week 2 days 8 hours ago) and read 18105 times:

My hats genuinely off to WN for this. A very noble thing to do and I'm happy to read about other airlines taking similar actions. It's good to know that heart can still trump policy sometimes.

Quoting DTWPurserBoy (Reply 11):
DL absolutely would have done the same thing and then sent an employee to travel with the family to their destination. We are very good at seperating the genuine tragedies from the occasional BS artist.

Unfortunately, that's not always true. Last time I was at DTW, a very, very rude Delta agent accused me of being a BS artist when I had a very genuine inquiry. My fiancee was late getting out of customs, my plane was departing in 10 minutes, and she didn't know her way as it was her first time connecting through DTW. I asked if I could standby for a later flight, so that I could be there for my fiancee when she emerged from customs. The woman told me flatly and rudely that I was "just trying to get on the same plane as her" (no, i only asked for a later flight" and that if I wanted a later plane, there would be no standby. "Pony up the change fee and the difference in airfare. It will cost you dearly. Is it worth it to you? Your fiancee made it all the way from Europe, I'm pretty sure she can make her next flight without YOUR help."

I was so angry and insulted by this woman's assumptions about me. Granted, in hindsight, yes, my fiancee could have found her way. But we had planned on meeting and had she not found me there, she might have gone looking for me or began to worry. All I wanted was to jump on a later flight so that she wouldn't have to worry where i was or where to go after emerging from customs.

Ironically, as it was, as soon as I left that agent (internally fuming) I ran right into my girl who had just barely come from customs. We jumped the train and got to my gate just before final boarding call. I was the last to board.


User currently offlinePrinair From United States of America, joined Dec 1999, 744 posts, RR: 2
Reply 16, posted (3 years 11 months 1 week 2 days 8 hours ago) and read 17794 times:

Southwest probably did it for free positive publicity. That is the real reason.


PRINAIR : Puerto Rico International Airlines
User currently offlineCoachClass From United States of America, joined Jan 2010, 451 posts, RR: 0
Reply 17, posted (3 years 11 months 1 week 2 days 7 hours ago) and read 17415 times:

Quoting Prinair (Reply 16):
Southwest probably did it for free positive publicity. That is the real reason.



Who cares why they did it. They did something nice and now they're getting good press.


User currently offlineLAXtoATL From United States of America, joined Oct 2009, 1648 posts, RR: 2
Reply 18, posted (3 years 11 months 1 week 2 days 7 hours ago) and read 17376 times:

Quoting Aloha717200 (Reply 15):

Unfortunately, that's not always true. Last time I was at DTW, a very, very rude Delta agent accused me of being a BS artist when I had a very genuine inquiry. My fiancee was late getting out of customs, my plane was departing in 10 minutes, and she didn't know her way as it was her first time connecting through DTW. I asked if I could standby for a later flight, so that I could be there for my fiancee when she emerged from customs. The woman told me flatly and rudely that I was "just trying to get on the same plane as her" (no, i only asked for a later flight" and that if I wanted a later plane, there would be no standby. "Pony up the change fee and the difference in airfare. It will cost you dearly. Is it worth it to you? Your fiancee made it all the way from Europe, I'm pretty sure she can make her next flight without YOUR help."

I was so angry and insulted by this woman's assumptions about me. Granted, in hindsight, yes, my fiancee could have found her way. But we had planned on meeting and had she not found me there, she might have gone looking for me or began to worry. All I wanted was to jump on a later flight so that she wouldn't have to worry where i was or where to go after emerging from customs.

Ironically, as it was, as soon as I left that agent (internally fuming) I ran right into my girl who had just barely come from customs. We jumped the train and got to my gate just before final boarding call. I was the last to board.

Granted it is never acceptable for anyone to be rude to you, but your situation was not a tragedy! This situation would certainly fall into the BS category.


User currently offlineLAXtoATL From United States of America, joined Oct 2009, 1648 posts, RR: 2
Reply 19, posted (3 years 11 months 1 week 2 days 7 hours ago) and read 17292 times:

Quoting Prinair (Reply 16):
Southwest probably did it for free positive publicity. That is the real reason.

I doubt that was the reason. Southwest certainly didn't tip off the media to their actions. Its not like this story was reported by the Denver Post, the man's wife sent the story to a blog that she reads. Let's give them the benefit of the doubt that they did a good thing just because it was a good thing to do. Also, we don't have to say Southwest did it, even in the article it said that he came across Southwest employees who couldn't care less about his situation, fortunately the pilot cared and at least one other person cared because somebody had to get the message to the pilot in order for him to know what was going on.


User currently offlineODAFZ From Afghanistan, joined Jul 2004, 357 posts, RR: 5
Reply 20, posted (3 years 11 months 1 week 2 days 7 hours ago) and read 17253 times:

Quoting Prinair (Reply 16):
Southwest probably did it for free positive publicity. That is the real reason.

As you have probably read, it is a Southwest pilot ( and not Southwest) who took the initiative to delay the flight to cater for a person in distress. I do not think for a moment that this was played in advance for what I would have considered a cheap free publicity stunt.Furthermore, it was reported on a blog and neither WN official site of Fox news ( or any news outlet) reported it. So i am a little confused about ''' your free publicity thing" care to enlighten us.


User currently offlineTinosky From Canada, joined Mar 2010, 103 posts, RR: 0
Reply 21, posted (3 years 11 months 1 week 2 days 7 hours ago) and read 17120 times:

Quoting Prinair (Reply 16):
Southwest probably did it for free positive publicity. That is the real reason.

Are you serious?

Tell that to the captian and the victim's family. I'm sure they will have alot to tell you!

I cant understand some of the comments that come out of people. Have some respect!

Tinosky~


User currently offlinePrinair From United States of America, joined Dec 1999, 744 posts, RR: 2
Reply 22, posted (3 years 11 months 1 week 2 days 7 hours ago) and read 16986 times:

If the pilot made the decision then obviously the delay would be "coded" in operations to the cockpit crew (most if not all airlines keep track of delays coding them according to what caused the delay) and I don't believe that he would take blame unless he thought that it would be offset by positive publicity. I never said that Southwest tipped off any news or media service to this fact but I do believe that they believed that word of mouth alone or that sooner or later someone would post it on the internet (such as this discussion or the blog used) thus bringing in the positive response from the public. Southwest Airlines and it's personnel love to exploit situations as these for attention regardless how it is obtained.


PRINAIR : Puerto Rico International Airlines
User currently offlineGonzalo From Chile, joined Aug 2005, 1996 posts, RR: 2
Reply 23, posted (3 years 11 months 1 week 2 days 7 hours ago) and read 16934 times:

Quoting Prinair (Reply 16):
Southwest probably did it for free positive publicity. That is the real reason.

I'm sorry but I disagree. They didn't call the press. This was a personal decision from the captain. In the book I mentioned in my previous post, you can clearly have an idea about the human touch that the vast majority of WN employees have daily in the work. I humbly recommend the book to you.

Rgds.

G.



80 Knots...V1...Rotate...Gear Up...DC-3 / EMB-110 / Fairchild-227 / Ab318-19-20 / B732 / B763
User currently offlinePrinair From United States of America, joined Dec 1999, 744 posts, RR: 2
Reply 24, posted (3 years 11 months 1 week 2 days 7 hours ago) and read 16730 times:

Quoting Gonzalo (Reply 23):
I'm sorry but I disagree. They didn't call the press. This was a personal decision from the captain. In the book I mentioned in my previous post, you can clearly have an idea about the human touch that the vast majority of WN employees have daily in the work. I humbly recommend the book to you.

That book is just pure Southwest propaganda.



PRINAIR : Puerto Rico International Airlines
25 catiii : There's a hater in every bunch. Don't take the bait. Back to the OP, I think it's great that WN gives their captain the authority to do this. Anyh id
26 wexfordflyer : In this day and age of aviation a story like this is really touching. Well done Southwest and the pilot concerned. Some other airlines should really t
27 Prinair : Funny. I am not a hater. I fly Southwest quite often but I just don't fall for their propaganda.
28 Aloha717200 : Does not the term BS imply that I am being dishonest? I never was dishonest, never was gaming the system or however you choose to put it. I make no c
29 Post contains images Gonzalo : May be propaganda or not, but even in that case, is propaganda backed up with facts and cold numbers that are available for all of us if someone want
30 LAXtoATL : BS does not imply you were being dishonest. It means your situation was BS, it didn't rise to level of requiring special treatment. There is a huge d
31 n5014k : I wouldn't mind knowing what airline you work for, if any.
32 futureorthopod : That's a very nice gesture for these pilots to make in both your story and the other original one; however, I am concerned that they might not have c
33 Aloha717200 : I believe you may be either misreading what I wrote, or perhaps interpreting the situation as you see it from your perspective. However, let me clari
34 steex : I think the discrepancy is that, in the scenario you describe, you are sitting at the airport and clearly CAN make your flight. I'm not passing judgm
35 2H4 : Extremely unlikely. How long have you worked for Southwest? Because it's unlikely you know how things work on the inside unless you've spent some tim
36 lovejt8d : This is such a great story. I completely believe their business approach, since they bent the rules for me too. I was traveling MSP-SJC on DL then had
37 DashTrash : News flash..... I can't think of many crewmembers I've worked with who wouldn't take the delay in the same situation, and stood in front of the CP if
38 chrisair : If it's THAT time sensitive, you shouldn't be flying in so close to your interview time. That's just asking for trouble. That being said, I don't kno
39 lofty : The main problem is how to decide if it is a real case or not. If it is real then I would think most airlines will wait, the decision to wait or not i
40 tradewinds : It's nice to know that some people still understand what's really important. Kudos to the pilot and the rest of the Southwest staff.
41 catiii : Ok dude... Let's just ignore the guy. He's only saying it because he's trying to rile up everyone.
42 BoeingGuy : Agreed. In general, I find AS to go above and beyond for good service. I think they are arguably the best domestic airline for customer service. What
43 Aloha717200 : I wasn't so much upset by this, it was more the way they treated me. The wording and the attitude was just, downright hostile and accusatory. They im
44 Post contains images readytotaxi : From this side of the pond it seems that someone did something to help someone else. Step back and pause a moment, that feels good.
45 Post contains images LAXtoATL : I think your misunderstanding of the rules is what created the problem. If an airline causes you to miss your flight, they will accommodate you on a
46 Prinair : It seems the one getting riled up over nothing is you. I have simply stated my opinion on the subject. It is not about feeling good but about making
47 LAXtoATL : It is never acceptable for someone in the customer service industry to be rude to a customer! Of course they are people as well and they have bad day
48 catiii : I haven't even addressed you directly, so how am I getting riled up?
49 Gonzalo : I fully agree. Not a big deal...12, 15, 20 minutes delay, is easily recoverable in flight even in short-haul, put a little more gas in the throttles
50 Prinair : You posted the above comments. Obviously you have been upset by mine otherwise you would not have bothered to do so. Have a nice day.
51 catiii : See the bar on the right side of your screen? That's the scroll bar, and if you scroll up you can see all the other comments of people who also disag
52 bthebest : Can't imagine Ryanair doing something like this. Nice story.
53 rwy04lga : I think ANY airline would under the same circumstances. No, the real reason was compassion. I'm gonna guess it is/was Prinair. I would first concentr
54 Prinair : Glad to know that you are able to use the features of your computer. I have read all comments but again it seems that you are the only one upset over
55 YULWinterSkies : Seeing how many hour-long (and more) unexpected and often unexplained delays we experience as travelers, I could not care less being delayed an extra
56 2H4 : SWA does indeed have an OCC (required under Part 121 Domestic/Flag regs). The delay was of such a relatively short duration that the Captain may or m
57 Maverick623 : Let's not get carried away here; Every one of the airlines you mentioned would do the same exact thing. He's trolling you. Ignore it. Or, better yet:
58 Blueman87 : Bravo Southwest there now one of my top 5 at 2 behind jetblue cause i fly them more
59 vgnatl747 : Kudos to WN for doing the right thing. Obviously there was communication with the airline up front before the passenger arrived at the airport. I'm no
60 Prinair : Not angry at all and not in danger of furlough. I am amazed that you would make such an erroneous statement. Never have or will ever be jealous of So
61 B727LVR : I'm sorry I would have to agree with Aloha on this. He asked a simple question.. "If he could.." The response warranted a simple answer: "Yes, but yo
62 tsully : Pilots are, by and large, an extremely decent/empathetic bunch (regardless of the airline for which they fly). While management styles vary hugely fr
63 ltbewr : Two things about WN that may make them willing to show some reasonable flexibility for a pax in a critical situation like the one in this story. First
64 Santi319 : Try DTW....
65 futureorthopod : Chrisair, Sometimes you do not have a choice. If you are offered a residency interview the next day (welcome event that night) then YOU TAKE IT! You
66 PA110 : It's nice to see that airlines still empower employees to do something nice. While nowhere nearly comparable, I was able to do something nice for a pa
67 Atrude777 : It is actually other way around, WN treats their Employees First and foremost. Customers 2nd, then Shareholders 3rd. The idea is treat their Employee
68 acidradio : It goes without saying that the murder of a child, as described in the news article, is nothing short of horrific. It is one thing to be late to a bus
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