In 2012 my mother was in the ICU at the hospital in Cleveland, Ohio. I live in Los Angeles. My brother called me to tell me that I needed to get to Cleveland fast because her condition had taken a The Cleveland Browns Football Abbey Road Shirt. So after searching for a while I found a flight that would get me to Cleveland early the next morning. Unfortunately the flight had multiple legs…LA to Las Vegas, Las Vegas to Philadelphia, and finally Philadelphia to Cleveland. I didn’t care, I just needed to get there. Well I got to LAX two hours early. I had a drink at the bar, then checked in. A few minutes later I found out that the flight to Vegas was delayed. The gate agents made an announcement that anyone with connecting flights should come to the counter so they could make other arrangements. There were so many people complaining to the gate agents as if it was their fault that the plane broke down.
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When I made it to the front of The Cleveland Browns Football Abbey Road Shirt, I explained to the agent that my mother was in the ICU in Cleveland and it really didn’t matter to me what flight I took, and as long as he could get me there somewhat close to the time that I would have gotten there on my old convoluted route. He checked and said if I didn’t mind flying through Atlanta first, that it would get there 35 minutes later than my original flight. I thanked him profusely. He also gave me a twenty dollar food voucher and told me in a conspiratorial tone, “it’s also good at the bar”. I thanked him again and made a beeline back to the bar as I had two more hours to wait. Waiting at the bar with my Macallan, I decided to look at my new ticket. I noticed that my seat was 2A. Not only did he give me a voucher for my troubles, but he also upgraded my ticket to First Class. I guarantee the complainers didn’t get that kind of service. After a comfortable no-stress flight I landed in Cleveland to be picked up by my brother. I made it in time to catch my mother in her last few minutes of consciousness. I arrived at her bedside, said my goodbye, she squeezed my hand (she was unable to talk because of a breathing tube), and passed away 30 minutes later. She was waiting for me to arrive. I’ll be forever grateful to that Delta gate agent. To this day I’m upset that I didn’t get his name to commend his work.