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Tue 12 Apr 2016 10:58 AM

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Etihad pilot praised for aborting take-off to allow couple to see their dying grandson

An Etihad flight to Abu Dhabi was aborted when preparing to take off from Manchester after the captain was informed that two passengers’ grandson had been rushed to intensive care

Etihad pilot praised for aborting take-off to allow couple to see their dying grandson

An Etihad flight to Abu Dhabi was aborted at Manchester Airport at the last minute to allow a couple to rush to the hospital to see their dying grandson.

A travel agent from Bradford publicly praised the Abu Dhabi-based airline for the 'over and above customer service' it provided to her clients.

Becky Stephenson, a travel counsellor from Bradford, added in a comment on the travel industry Facebook page Travel Gossip that the couple were about to turn off their mobile phones when they were informed of a critical condition of their grandson.

"They alerted the cabin crew who managed to get a message to the pilot as the plane taxied to the runway," Stephenson was reported as saying. "He took the decision to return to the gate so the couple could disembark, but not only that, the crew also arranged for the couple to be assisted at the airport and they even got their car delivered from the car park.

"Everything little thing you could think of, they took care of. Sadly my customers' grandson passed away the day after but had they not been allowed off the flight and had to fly back from Abu Dhabi they may not have made it to his bedside."

More than 60 people commented on her post on Travel Gossip, mostly praising Etihad.

The couple can re-use their tickets to fly at another time, Etihad said.

"Never in the 25 years I have been in travel have I ever heard of an airline going above and beyond with their customer service," Stephenson added in her Facebook post.

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Clement Lo 4 years ago

that's why some airline success but others failed, a good airline, or any services business, is not judged for success by making how much profit, but by how many they are willing to provide for their customers.

Perveez Dinshaw 4 years ago

Well Done captain! Keep up the good work.
Thank you Etihad

Nisha 4 years ago

Fantastic ...... Kudos to the captain....
Unbelievable that this could be done ........
Etihad .... A airline with a HUMAN HEART :)

turk971 4 years ago

And the western airlines are wondering why the GCC carriers have left them in the dust...well, here's a good example of why that is...and it's not because of subsidies...

Mohd. Omar 4 years ago

Humanity shown by the Airlines as the Pilot and the crew are the ultimate caretaker of an Airlines Image. Etihad Airlines has such a dedicated Pilots and Crew is really appreciated. Alhmdulillah for such a humanity shown in the needs of the time is beyond to measure its praise worthy.

Arsal 4 years ago

This will go a long way for Etihad to lead in the region, 'human conditions' is after all what flying is all about! Special commendations for the pilot, since he made this judgement call.

Emirates has delivered a similar gesture in the past with one of my relatives...kudos!

Carlos 4 years ago

Good move and great show of respect.

Oswald Saldanha 4 years ago

Efficient team work by Team Etihad and its airport partners.
Kudos to the instantaneous judgement call by the Captain.
duly supported by ATC, Etihad Flight Operations and Passenger handling unit and finally not forgetting Parking Structure staff.
This is text book stuff of how team work comes together with precision efficiency, thus delivering superior customer service to the passenger in need, at the right time and place.
I take great pride in commending all staff involved, as I know what it takes for this effort.

Angeli 4 years ago

An interesting story that happened in a life time, humanitarian reason, good job then to both Etihad airline and the staff crews.

Mammen George 4 years ago

good decision at right time. this shows each customer is valuable and respect the feeling