HIGHLIGHT: Etihad Airways bound to Australia from Abu Dhabi was lauded after it decided to turn around for an elderly couple who received urgent messages that their grandson is in critical state.
The plane made the turn around at Manchester Airport for an elderly couple who were caught in one of the most excruciating situations as an airline passenger -receiving a bad news from home.
In an interview with the couple's travel agent Becky Stephenson, the Etihad Airways flight was about to set off when text messages were received by her client, coming from their son-in-law.
“They were taxiing on the runway when they got the text message saying their grandson was in intensive care and they needed to get there,” she said in an interview with The Independent.
The captain granted the passengers' request and staff assisted them with their luggage.On March 31, the day after this extraordinary act of humanity, the grandson passed away.
“It 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,” Stephenson said.
According to the agent what Etihad did was "above and beyond with their customer service. Also the airline offered the couple that they can still use their tickets on another trip.
“My customers were so grateful that staff were very helpful and they were taken care of,” Stephenson said.