This team of Southwest Airlines experts flew the grieving mother from PHX to LAX with plenty of compassion and support.
These days, we often hear stories about negative experiences (or worse) related to air travel. From doors falling off jets and poor headwork in cockpits (both on the ground and in the air) to unruly passengers and their antics, air travel is becoming less and less attractive these days. It may seem like only bad news appears in the feed or ‘news’, but good things also happen. The following story was written by David Dale, a retired U.S. Air Force lieutenant colonel, captain for Southwest Airlines, and contributor here at Avgeekery.com.
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Did you see that woman crying?
“When you got off the jetway, did you see the woman in the wheelchair crying?” my first officer (FO) asked as he slid a black roller bag under the cockpit jump seat.
“Yes, I did. There were also people who comforted her. “What happened?” I asked.
“She just found out her daughters were shot in Milwaukee last night.”
It was like any other day in the West… Initially
A trip scheduled for early January 2015 was rescheduled slightly as it passed through Phoenix Sky Harbor Airport on its way to Los Angeles. Instead of keeping the plane we had just brought in, we had to give it up and fly to California on another Boeing 737 for an “unscheduled tail swap.” Sometimes this meant the plane was needed for routine maintenance, or perhaps if weather conditions, such as expected icing or thunderstorms, caused the crew's aircraft systems to fail, something they wouldn't need in the sunny Southwest. Anyway, First Officer Brett and I now had to quickly perform a bag drag to grab our flight gear and luggage and rush from Terminal C to Terminal D for an on-time departure within the next 45 minutes.
I sent Brett ahead to start the preflight, telling the crew who took over our jet that the plane was running well and that we would only encounter a few bumps on the way up over the desert. The captain can relay this information to the flight attendants so they know to remain seated for their safety until boarding proceeds smoothly. Once the handoff was complete, I made my way to the jetway and onto the hurried walkway to speed up my trip to the new gate.
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Passenger in trouble but in good hands
As I approached the operator through the open jetway door, I saw a middle-aged African-American woman sitting in a wheelchair wearing a blue denim jacket and black pants. She placed her left hand on her forehead and sobbed uncontrollably. A Southwest gate agent and a female pilot wearing a white short-sleeved shirt and black tie knelt on either side of her chair, patted her on the arm, and handed her a tissue. I didn't stop to ask about the situation. 1) Because she was taking care of it, and 2) We needed to pack up and go as quickly as possible.
I boarded the plane, introduced myself to the captain or “A” crew member, and then turned to place my luggage in the cockpit when the FO told me about the horrific incident.
Introduction and Warranty
After stowing away my gear, I exited the cockpit again and met my grieving mother on the jetway and the young blonde female pilot holding onto a wheelchair behind her. I bent over her and spoke to her mother. She said, “I’m so sorry to hear what happened, ma’am. We will do our best to get you to Los Angeles as quickly and safely as possible.” “Thank you,” she whispered, clutching her tissue and sobbing.
The young woman who served as her escort was Christina, a first officer on a United Airlines flight to LAX for a trip that evening. She graciously agreed to sit with her disheartened mother during the scheduled hour-long flight.
Our operations person joined me in the cockpit and answered the call early this morning with the news that my two daughters had been shot at 2 a.m. and told me that this flight to LAX was the quickest way to get her to Milwaukee.
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Still need to check the box
Brett and I went through pre-flight activities to load the flight plan into the computer and make sure the systems were set up for engine start and takeoff. It must be “my leg” because he just landed on his previous flight to Phoenix. I explained to him the planned departure procedures and what steps would be taken in case of engine failure during takeoff. This is standard procedure to ensure all crew members are mentally prepared for emergency situations. Prepare for the worst. I wish you all the best.
Now, a Boeing 737-700 carrying passengers and baggage has FO on two engines: first engine #2 on the right wing, then engine #1 on the left wing.
After the ground crew completed the pushback, the tugs separated and waved goodbye while Brett extended the flaps to the takeoff position. He then configured the electrical, hydraulic and air conditioning systems for takeoff. Next, Brett coordinated taxi directions with Phoenix Ground Control as I taxied west down the two-mile runway for takeoff east and turned west toward LA. Runways are designated by the airport and are determined by the direction of the headwind.
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With my grieving mother in mind, I taxied at 35 miles per hour (quite fast for a large jet on the taxiway), hoping to take off as quickly as possible. With about a half-mile to the end of the runway, the tower controller advised, “Southwest 467, due to flow (airspace congestion) toward LA, 13 minutes from now at 0940.”
This may be a typical situation when flying into a crowded airport, but it's definitely not what I wanted today. I could never have imagined that I would be that mom sitting at the end of the runway for 13 minutes waiting for clearance to take off.
I told the FO, “Please call customs delivery on radio number 2 and tell them you have a family emergency.” This was an unusual radio call, but we hoped this information would reduce our planned delay.
It might have worked. While Brett was still listening to Radio 2's response, Tower announced on Radio 1: “Southwest 467, cleared for takeoff, Runway 7 Left.”
I pointed to Radio 1, patted Brett on the arm, and told him: “We are cleared for takeoff.” The tower then responded, “Southwest 467, Cleared for Takeoff, 7 Left.”
I rang the cabin bell to let the flight attendants know that we were about to take off. Brett read the items on the pre-takeoff checklist and I responded to each item, ensuring the aircraft was configured for takeoff as we rounded the corner, increasing takeoff thrust while pointing left of Runway 7.
Within 7000 feet we were airborne and the first officer raised the landing gear handle as we accelerated to flap retraction speed.
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More support during ground movements
On a typical flight, the flight management system (FMS) guides you to about six waypoints for Standard Instrument Departure (SID) and then to about 20 en route waypoints before merging for Standard Instrument Arrival (STAR). Land westbound to LAX on runway 24. That didn't happen today.
Our beloved mom in the back will never know what happened behind the scenes to speed up the journey to LA with a connecting flight north. Without even asking us, Phoenix Departure Control let us through to the final, westernmost point of the SID. After contacting the Los Angeles center, we were sorted out to the point where STAR started. My FO didn't ask for these shortcuts, but when I said “family emergency” they got priority processing. I just wanted to avoid a 13 minute delay, but was treated kindly by the air traffic controller.
Runway 24 Right is the runway furthest north of the LAX terminal. The normal procedure is to land on the outside runway and take off from nearby runway 24 left. Again, without our request or aircraft emergency declaration, Los Angeles approach control granted us a visual approach to the left of Runway 24, saving us even more time on this emergency flight. As we landed and slowed down, we noticed a number of aircraft parked on the taxiway to our left. I turned left on the runway, and with another airliner giving way, we were given permission to take a direct taxi to the gate.
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It always feels good to help people in need
We landed on time and Kristi and the crew continued to help load my grieving mother into her waiting wheelchair for the next flight.
When the excitement subsided and silence fell at the gate, Brett took out his phone and texted his wife about the unexpected humanitarian flight. All we knew in Phoenix was that a mother's two daughters were shot at a party sometime after midnight. We thought it meant being shot and killed. The first officer's wife reported that one of her daughters was seriously injured in the shooting, but fortunately both daughters were alive.
January 2015 I will always remember the teamwork, compassion, and grace provided by all airline employees, including Southwest flight attendants, operations personnel, air traffic controllers, and off-duty United pilot Christie.
-David Dale
USAF Lieutenant Colonel, retired
Southwest Airlines Captain
Preparing for Takeoff – An Air Force Pilot's Story