Whenever we write about public relations and airlines, it’s typically a frustrating analysis exploring how passengers are being nickel-and-dimed to death by dubious fees and practices while the companies themselves only earn 21 cents per passenger and struggle to stay in business.
Airlines and their customers have a tense and often combative relationship, making the airline industry a fertile category for PR experts—sort of like how geologists go to volcanoes to study the components of earth!
That said, it’s nice to encounter a story that involves the public and the airlines getting along. Kerry Drake needed to catch a connecting United Airlines flight in order to make it home in time to say a final goodbye to his beloved mother, whose death was imminent. His first flight was delayed, making it seemingly impossible for the San Francisco resident to arrive in Lubbock, Texas, in time to say a proper farewell. However, while desperately running to his connecting flight in Houston, he heard a United Airline gate agent announce, “Mr. Drake we’ve been expecting you.”
They waited for him. The plane. The captain. The crew. The passengers. The airline. The entire flight schedule.