Saying goodbye to Dad, 15 years later
Los Angeles-based Flight Attendant Natasha Gagarin was working a flight in 2002 when her father passed away. She never got to say goodbye. Fast forward 15 years, Natasha was seated at a gate at Newark Liberty International Airport awaiting the flight to Houston she was set to work earlier this summer when an elderly man in a wheelchair was dropped off at the gate. The man, customer Nick McEneaney, was grieving when he arrived at the gate. He was on his way to a friend's place in Texas from Dublin, Ireland, where he'd just buried his daughter.
Unfortunately, the flight was delayed four hours and had a gate change. Natasha ensured the 95-year-old Mr. McEneaney was where he needed to be, when he needed to be there. "Kindness doesn't cost a thing," Natasha said, "but its value is priceless."
Natasha, a single mother of four, was looking forward to getting home to her kids in Southern California that night after the flight to Houston. Due to the four-hour delay at Newark's Airport, Mr. McEneaney was going to miss his Houston—Brownsville/South Padre Island, Texas flight, which was the last of the night. "I just knew there was no way he was going to get to his hotel without assistance," Natasha recalled.
Putting her own plans aside for the moment, she contacted Crew Scheduling to request that she remain with Mr. McEneaney for the night to help with the rest of his journey. Unfortunately, there were no more rooms available at the hotel where Mr. McEneaney was staying so Natasha volunteered to sleep on a couch in the hotel lobby. She helped him into his room, poured him water and gave him a toothbrush and toothpaste.
She called to wake him up the next morning at 6:20 a.m., but unfortunately, his morning flight to Brownsville/South Padre Island was canceled. Able to re-book him on the next flight a couple hours later, Natasha took him to the airport, got him in a wheelchair, through security and then had breakfast with him.
Fifteen years had passed since Natasha lost her father, but the pain of never getting to say goodbye had never relented. "Mr. McEneaney reminded me so much of my dad in his mannerisms and beliefs," Natasha said. After breakfast, it was time for Mr. McEneaney to board his flight and it was time to say goodbye. "When I had to say goodbye to Nick, I finally felt like I got to say goodbye to my dad," Natasha said.
Tears streaming down both of their faces, Mr. McEneaney called Natasha an angel for helping after he'd just buried his daughter, and she told him he was her angel for finally saying goodbye to her dad. A few weeks later, Mr. McEneaney was ready to leave his friend's residence in Texas and finally return home to the Seattle area. Natasha received word of this and wanted to surprise him by traveling with him on his Houston-Seattle flight.
She worked with the Los Angeles inflight base and Crew Scheduling teams to make the special reunion a reality. Countless tears, many hugs and one dinner later, Natasha had gotten Mr. McEneaney home. "I live by the simple motto of 'be kind to others,'" Natasha said, "Your unassuming act of kindness might become someone's memory of a lifetime." It also just might become your memory of a lifetime.
We know people are taking a second look at their travel plans right now. If you're scheduled to travel March 10 – May 31, 2020 and would like to change your plans, there is no fee to do so, regardless of when you purchased your ticket or where you're traveling. This is in addition to our previous waiver, which waives all change fees – domestic and international – for tickets purchased March 3 – April 30, 2020. This is available for any of United's published nonrefundable fares. If you decide to cancel your flight, you can retain the value of your ticket to be applied to a new ticket without a fee. These electronic travel certificates are now valid for 24 months from the date they were issued. This includes all currently valid electronic certificates and all new ones issued on or after April 1, 2020. You might not see this policy change reflected everywhere right away – we appreciate your patience as we work to make that happen.
Eligible travelers on domestic flights and international tickets can request a refund on united.com or may call our contact centers if their flights have been severely adjusted or service to their destination suspended either due to government mandates or United schedule reductions related to COVID-19.
Certain tickets cannot be changed on united.com or the mobile app, including tickets booked through another airline (if the ticket receipt does not begin with 016). Please contact the original ticketing airline for changes.
Follow the steps below to stay up to date, change or cancel your flight.
Change your current flight:
- On the united.com homepage, select "My Trips" and enter your flight information to retrieve your flight.
- Select "Change flight" and then "Edit" to make the following changes:
- Date of travel or destination
- Add a flight
- Remove a flight
- Select "Continue" and choose a new flight option
- Continue through booking to confirm your new flight
Note: The change fee will display as waived, but any difference in fare may apply.
Cancel your flight and rebook later:
- On the united.com homepage, select "My Trips" and enter your reservation information to retrieve your flight
- Select "Cancel flight"
- Confirm flight cancellation
- If you have future flight credit, when you return to the reservation, select "Use Future Flight Credit" to shop for new flights and apply the credit towards a new flight.
Canceling or changing an award flight:
When you select "Cancel flight," you will have the option to cancel your award reservation and redeposit the miles or to cancel your award reservation and use those miles for another trip in the future.
*We're currently experiencing heavy traffic to united.com. If you experience an error while trying to change or cancel your flight, please try again later.
Click through the slideshow below for more detailed instructions:
Start on the United homepage:
User can select 'My Trips' on the homepage widget to find and retrieve their reservation.
When and where possible, we are working to repatriate travelers who are stranded abroad in the wake of the COVID-19 crisis. Our teams are working closely with government officials here in the U.S. as well as in other countries where flying has been restricted to gain the necessary approvals to operate service. In regions where government actions have barred international flying, we have coordinated with the the U.S. State Department and local government officials to re-instate some flights. Additionally, we have been operating several extra flights to countries in Central America and South America as we continue to play a role in connecting people and uniting the world.
We have operated more than 68 repatriation flights from Panama City, Guatemala City, Quito, Lima, San Pedro Sula, Tegucigalpa and Roatan, bringing nearly 9,200 people home. We will continue working with government officials to operate extra flights to Houston from Quito, San Pedro Sula, Tegucigalpa and from Lima to Washington Dulles and beginning April 5, we will begin operating multiple charter flights between Delhi and San Francisco. We continue to review more opportunities for flights between the United States and other countries to bring citizens home.
Video provided by the U.S. Embassy Ecuador of Americans returning home on United.
Additionally, our Customer Solutions and Recovery team is working with customers in the following markets to rebook them on flights back to the United States as capacity allows, either on our aircraft or on one of our airline partners' planes:
- Quito, Ecuador
- Managua, Nicaragua
- Roatan, Honduras
- San Pedro Sula, Honduras
- Seoul, South Korea
- Melbourne, Australia
We also recently reinstated several international flights back into our schedule to support customers and essential businesses which depend on these routes. As a result, we will be the only airline to offer service between Newark/New York and London, San Francisco and Sydney, as well as Houston and São Paulo, Brazil.
Calling all AvGeeks and travelers! Here's a fun way to take your next video call….from a United Polaris® seat, the cockpit or cruising altitude. We're introducing United-themed backgrounds for use on Zoom, a video conferencing tool that many people are using to stay connected.
So for your next meeting or catch up with friends and family, download the app to either your computer or mobile device to get started. If you've already downloaded Zoom you can skip ahead to updating your background image (see instructions below).
- Start here by downloading your favorite United image to your computer or mobile device. Just click "download" in the bottom left corner of the image.
- Next go to your Zoom app (you'll need to download the app to access backgrounds) and click on the arrow to the right of your video camera icon in the bottom of the screen.
- From here select, "choose virtual background" to upload your uniquely United photo.
Together, we are facing an unprecedented challenge. United Together, we rise to meet that challenge.