So much of the news about air travel lately is disturbing, infuriating or deplorable, so I want to relate a different experience I had at the airport in Durango.
Check-in for my United Airlines flights went smoothly, and the TSA agents were efficient and professional. My fellow passengers and I boarded our flight to Denver and then points beyond. Our captain was pleasant and jovial until a warning light appeared. Then everything changed.
Crazily, a mechanic had to come to the airport to check things out. For the next 2.5 hours, we were moved on and off the plane repeatedly until we finally headed for Denver. Most passengers had missed their connections and everyone was surely frustrated, but because the United Airlines crew continually reported on the status of the plane and flight, even when a second mechanic had to be called in, there was no acting out or display of bad manners by anyone.
Understanding what was happening and how the problem was being addressed kept the passengers calm, if resigned, to the delay. The plane crew was sympathetic and offered water, snacks and regular updates. The ground crew went above and beyond normal customer service and ordered pizzas for the stranded passengers, delivered to us onboard as we awaited the final clearance to finally leave Durango-La Plata County airport.
These airline employees made a difficult situation bearable and could teach others something important. Many thanks!
Terri Oliver
Durango
