Dr. Erin Nance, a New York-based orthopedic hand surgeon, and founder of a social media platform for women dealing with chronic health issues, flew American Airlines in business class to Europe. She stepped in and gave up her lie flat seat to save the flight from having to divert to Canada. And now the airline is pretending they don’t know who she is when she’s asking about a make-good on her ticket.
- About an hour into the flight, she says, a flight attendant made an announcement asking for a doctor to assist with a medical emergency. She says she “always responds to these requests.”
- A passenger had fainted but was awake and “feeling ok” and wanted to return to her seat. Then half an hour later there was a second medical emergency – the same woman – and she was not well.
- The woman was stable and communicative, but couldn’t get up from a flat position on the floor in front of the lavatory.
- The captain considers diverting to Nova Scotia. The doctor volunteers her business class seat (and her husband’s) so the passenger can lay down, and the flight doesn’t have to divert.
The doctor and her husband were on paid business class tickets, and were swapped out for two seats in the back of coach with no recline.
After the trip, she contacted American Airlines. While she would “100% do it again and volunteer [her] seat” in the situation, she was hoping to have a future business class experience. She was told to fill out a form on the website. After more than a month she’s heard nothing.
@littlemissdiagnosed @delta would never…still waiting for a response @American Airlines ♬ original sound – Dr. Erin Nance
The doctor did volunteer her seat! It’s the right thing to do, she thought. Maybe she shouldn’t be compensated for that?
But it also saved American Airlines from an incredibly costly diversion. She responded to the airline’s call for help. And she didn’t get the product she’d purchased. Should she get a refund, or miles equivalent to a future business class one-way saver award? Or… at least… the courtesy of a response from the airline?
I reached out to American Airlines and they opted not to comment.
(HT: James W)
Such a missed opportunity by AA to make a big deal out of a “hero passenger” by doing something special and putting out a press release about it. The free PR would be a 100x return on whatever they gave her.
She should get a refund for her paid seats and at a minimum a thank you note from AA.
Shocked to hear that American Airlines is being insensitive to a customer.
The first mistake was flying American Airlines………
Doug has it right. “Missed opportunity” is exactly what I was thinking. With just a little finesse and at laughably low cost compared to what big companies opt to spend elsewhere to meet the same aims, AA could make themselves look really good in this scenario and many others that get highlighted by viral stories like this. Why don’t they ? Is the theory that “then others will also expect handouts and freebies” ? Or “we don’t have to do anything for you, so we’re not gonna” ? These stories are just inexplicable to me. It would be wonderful if the motivating goal that animates airline responses to these situations were “let’s do what’s right for the customer even if it isn’t best for us” – but of course that is a pipe dream. Nonetheless, if I’m an AA shareholder (hahahahahahahahahahaha), I’m definitely wanting the airline to do what’s right for the customer WHEN IT”S ALSO A WIN FOR THE AIRLINE!
Robert Isom: “We can’t spend a dollar more than we need to.”
Didn’t AA just move the remainder of their US-based customer service ops (the ones that dealt with non-typical issues) offshore? This sounds about right then.
Maybe she should get an offer from DL or UA welcoming her to fly with them.
🙂
“Caring for you on life’s journey”
Next time fly the universe’s #1 PREMIUM airline!
yet another post @Gary shares rambling about topics he knows nothing about.
Do you even know what MedAire is? Who retains authority and who has final say during a medaire event?
Gaurentee they just gave her some orange juice and a O2 bottle and called it a day.
go work for AA, I’m sure you’d fit right in with the clueless morons there.
DWT. Thank you, and rest assure we are taking this very serious. We will take care of this very well. You don’t have to worry. Rest assure. Yes, American is about to learn the hard way
These doctors are nothing but virtue signaling. A few years back there was an older woman and her daughter traveling in coach. I was in 1A in first, on AA. The mother started having some kind medical issue in flight and after a nurse looked at the mother to save the flight from a possible diversion the flight attendants put the mother in 1B, which was empty (if there’s an empty seat in first it’s usually one of the aisle seats in row 1). We were about an hour out so the meal service was over. The older woman was distraught so I, and let me be very blunt about this NOT WANTING A DIVERSION, told the flight attendants I’d give up 1A and take her place in coach for the remainder of the flight. I did not expect in any way shape or form AA to compensate me or “acknowledge” me. I did it hoping the daughter next to her would keep the old woman stable until we landed.
Why did the flight attendants ask for a doctor? I thought they were all trained in medical stuff and counterterrorism-strike-force stuff…which is why that can’t provide any other kind of service because they too busy “observing” the cabin….oh and “pay me for boarding or I won’t perform any other of my responsibilities either”
AA & AAdvantage quo vadis?
AA should be ashamed.
Amierdican =
@jns
but then they raise their own salaries AND think they deserve more perks. AA employees first and passengers last.
I believe that AA should be doing sommersaults for the surgeon who came to the passenger’s and AA’s aid, in flight.
AA’s treatment of that surgeon (and her spouse) is just disgusting.
It will be a cold day in hell that I offer medical assistance on an AA flight.
I’d say both the ill person and the doctor couple were extremely lucky. Imagine the ill person got permanant damage because the plane didn’t diverted, she could’ve sued the doctor couple or airline. but miraculously sitting in a business class seat cured all illness. WOW.
It is always American. Not surprised.
Disappointed in AA. They should have refunded and given two sets of system wide upgrades at a minimum In my opinion and another opinion if the one person on this post is so distraught with Garys post stop reading them. I found the story interesting.
George Romey has invented a new category of person, a male “Karen”.
What a dumb self serving comment he made.
Amerihertz Airlines. Nuff’ said.
Sometimes I think Congress should force American Airlines to change their name.
This is due to the nonstop PR and customer service disasters.
Nowadays this legacy airline is unworthy of the name and brings shame to all Americans.
People in other countries think AA is a state sponsored airline instead of a private company.
An airline using the name “American Airlines” should strive to be the gold standard in service.
Instead they seem to strive to be at the bottom of the barrel.
I don’t even know where to start…
YES, absolutely AA screwed up…yet again… If there is a choice between spending a few pennies and reaping big awards, or hoarding the pennies and shooting themselves in the foot, AA will hoard the pennies every time.
/\/\/\/\/\
George? You’re an idiot. If you cannot see the difference between assisting a passenger who was ill, and giving up your precious 1A seat solely because YOU are too important to be diverted, I feel sorry for you.
Captain should have diverted, this is on him.
“These doctors are nothing but virtue signaling…”
No George, I don’t think so. She gave up her seat, she handled a medical emergency pro bono, and saved American a ton of money by ensuring that the plane didn’t have to divert. She also saved the other passengers the inconvenience of not arriving late due to a diversion, with all of the accompanying problems with making connections and so on. All American has to do is compensate her for the seat, or give her a business class seat on an upcoming flight. Just make her whole. Instead, they’re going radio silent. I mean, at least THANK HER for her assistance! But no, American can’t even do that!
As an aside, I used to prefer flying American all the way through the eighties and nineties, but the level of their service dropped precipitously, even below United’s in the Dr. Dao days.
@Doug, typical of AA… they manage to always, blithely, step over $’s to pick up dimes.
Pathetic.
@Jason Brandt Lewis, … Spot on!
Same thing happened to a physician friend of mine several years ago. He sat and cared for a sick psgr all the way back to Phl. Saved them form a return to Phx. No thank you from the crew or AA. after a lot of corresponded they finally gave him some award miles that he could use for a future trip.
No unlike a couple of commenters I don’t think the world revolves around me. But clearly the 2 smart as% commenters think they’re the center of the universe. Just like these 2 doctors.
I agree with George N Romey on virtue signaling. Especially trying to shame the airline not having given compensation. There’s no law saying you should give up your seat or ask for compensation if you did.
Three things:
1) @Steve and @Karl Rupp are spot on, for sure it would have been an easy layup for AA to highlight this and also make it right with the Surgeon, but they screwed it up big-time. Side comment: Crediting the Surgeon and her husband for the Business Class Seats would NOT be a freebie or handout, they PAID for them.
2) @Steve is positively clueless for thinking that tele-medicine is even remotely comparable to being tended to by a Surgeon live. Extra credits for cluelessness by also insulting Gary Leff in the process.
3) @George N Romey, cry me a river for your giving up what was probably a comped FC seat (row 1 always goes last), which regardless of comped or paid for is not remotely comparable to a Lie-Flat Business Class seat on a transcontinental flight.
Years ago I was in first class on AA and the passenger sitting next to me was violently ill coughing up blood ,wheezing sneezing etc When he coughed up wads of phlegm too I was ready to move
I asked flight attendant if I could be reseated and she said only in coach
She also let me know I would have nothing to eat on the transcon once I leave first class
But off I went to coach skipping dinner.Better than getting sick I thought
Called AA and was told to stuff it despite my 9 million miles with the airline
Sir you voluntarily gave up your seat (sigh)
I suppose I need to be dragged off my seat to get a future upgrade (roll eyes)
Dear Dr. Nance,
You are a true hero. American Airlines seems to me to be a bit “slow” here. If anything like this might ever happen to you again, I would suggest that before offering your own seat, you might consider telling a stewardess that if only “a passenger in first class” could give up their recliner seat, the flight could be spared an unnecessary stop. Then, if nobody “volunteers” then “conditionally” offer your own seat, based on the “condition” that you get a refund for the “downgraded seat.”
American Airlines should be called “Ugly American Airlines” for their apparently greedy behavior here.
Thanks,
Scott Perry
They just can’t get rid of that ULCC DNA. We didn’t need another example of American’s managerial ineptitude but got one nonetheless. It’s well past time to kick out the board and install a capable one that will hire leaders rather than retain incompetent managers.
Perhaps the doctor should have made it clear to the cabin crew and pilots what the situation was. The situation was that there was a reason to divert but that diversion could be safely (within reason) avoided if the sick passenger was lying flat in a business class seat. The cabin crew could choose which person to downgrade (maybe a non-rev?) or document that they were instructing the doctor to downgrade and receive compensation.
Maybe if you pay for a seat, you should also make a screenshot of the economy class ticket price so that you have documentation of the differences in cost?
I was recently on a Delta flight. During the flight, I was offered a Premium Select (premium economy) seat. I declined because I had an entire row of 4 seats that allowed me to lie down while Premium Select didn’t.
Maybe the company is run by Gordon Gekko Jr?
What a bunch of self-righteous assholes posting here.
I’ve responded to medical emergencies several times. I don’t think I’ve ever been compensated, but neither have I ever given anything up. But one time the captain gave me his good luck charm and for some reason that gesture has remained with me. It’s still in my bag.
I agree with Doug, a missed opportunity for solid AA PR. Also, if DL or UA had a visible (to the masses) and popular CEO, they would have a great opportunity for PR and throwing shade on AA. Imagine DL (or UA) CEO saying “we celebrate the selfless humanitarianism of Dr. Nance and her husband and offer them free international J travel on DL for the next 12 months.” How many trips you think Nance would actually fly? Cheap, good PR.
The doctor should send American bill. Flight attendant asked for a doctor and they got one. Emergency services are very expensive!
No she should not EXPECT anything. It was a very nice gesture and it was 100% her choice. Once she expects something for it – it has stopped being a nice gesture and become transactional – you pay me for my gesture. It would be nice for AA to do something, but due – no.
Reading this story continues to validate my leaving American for Delta some 12 months ago.
Haven’t we read enough about fake service dogs, emotional support animals, wheel chairs who don’t need ? I don’t buy giving business seat to someone miraculously heal someon who seriously needed medical attention. Ill passengers are the ones who should pay the business class seats for the doctor.
What a shame that AA don’t even have the decency to instinctively do the right thing and thank the female doctor and her husband and make amends by providing a refund on their business class tickets and sparing the airline and the rest of the plane from the costly hassle of a diversion to Canada.
I have a long list of reasons I hate AA. This joins it.
Lufthansa used to have some kind of special enrollment bonus for doctors to preregister to help in case of in-flight medical emergencies. Maybe they still do.
Physician here. EM/Critical Care. This was a magnanimous gesture, and yes the airline skills compensate her.
But the flight should have been diverted. The passenger might have had any number of life threatening issues, and having dealt with that little medical kit at 30,000 feet vs a full emergency department, there’s not much you can do if the situation worsens. The pilot should have known better.
Maybe Elon Musk has purchased AA behind our backs?
So a woman in poor enough condition she couldn’t sit up on her own was left lying in a seat for 4-6 hours, possibly getting worse and not getting better? After signs of worsening to begin with? And a doctor thought this was a good idea?
Doctor needs to lose their license.