Here is the exact letter I sent to United Customer Relations after arriving home from a trip to Hawai'i. A bit melodramatic, yes, but I feel the crew deserves every word.
To all that it would concern at United Airlines:
Ladies and Gentlemen:
It is my great honor and privilege to personally commend and thank the outstanding individual and team efforts of the flight crew of Wednesday evening/Thursday morning’s flight #54 from Honolulu to Los Angeles. The events of that flight need to be denoted as a gold star on all of their records of service.
I was in seat 35H last evening. Approximately one and a half hours into the five hour flight, I awoke to hear a commotion coming from the aisle next to me. A woman on the port side aisle had passed out and was having trouble breathing. Fortunately, there was a doctor on board, and the woman was stretched out in an empty aisle, 36 DEF. She was immediately put on oxygen and a nurse was found to assist the doctor in getting an IV going. Both medical professionals were extremely willing to assist and help the woman.
But in addition, the flight crew behaved magnificently. All the difficult training to become a flight attendant was put into play, and they did everything right, down to the most minute details:
1) The crew in the immediate area came quickly to the assistance of the doctor. Needs were assessed, supplies were located, and in somewhat of a human shield to protect her privacy, some passengers were moved from the immediate area.
2) The crew rotated duties. At one point I noticed flight crew rotating duties as to bring a sense of normalcy and security among the passengers. Seeing smiling faces and honest answers brought a very welcome feeling of safety and good energy to focus on towards healing our sick fellow traveler.
3) Maintaining high visibility. Once you have made the passengers secure, you must keep that feeling going. Light beverage services were done throughout the remaining flight, which was a marathon-like three hours until arrival. Water was offered several times, and several people around me requested soft drinks, all cheerfully delivered. And at one point, when the seat belt sign was turned off, I even ventured to the back for snack box. The flight crew in the back was very upbeat, friendly, and conversational (while working, of course). Overall, this allowed for many passengers (like myself) to go back to sleep.
I did not get a chance to thank any of the crew properly as I was in the middle of the exodus at the end of the flight. I realize that all of them would have said, “just doing our job”, I believe their professionalism went above and beyond the call of duty and would like all flight attendants everywhere to know that their efforts ARE noticed by many people, and that the good needs to be recognized and recorded.
Thank you again for a wonderful flight and an amazing experience!!
If any of you out there were in that crew, thank you!!
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