United heroes: Saving the life of a newborn
Pediatrician Elizabeth Triche was so touched by how our employees went above and beyond to transport her critical ill newborn patient from Saipan to Guam then Honolulu to San Francisco and from there to their final destination of San Diego, that on July 27, she wrote the heartfelt note below to CEO Oscar Munoz and President Scott Kirby.
"Mr. Munoz and Mr. Kirby,
I am writing to give you my greatest gratitude for running a company that just did everything possible, every step of the way, to allow us to get our critically ill newborn with a fatal heart defect to life-saving emergency specialty care in San Diego.
Geoff Larson [Customer Service De-escalation Senior Manager] had given me his cellphone number one month ago and said to call if we ever needed any help getting patients to critical care. When I did call 3 days ago, he burst into action. We exchanged at least 10 emails and phone calls over the next 36 hours as he opened seats on fully booked flights, got us cleared to use oxygen (a process that usually delays our exit by 48-72 hours), and called on colleagues to make sure that all of our "special handling needs" in the airports were met. He emailed me as our first (of 4) flights arrived, letting me know that he was available to help with any glitches.
In Honolulu they held everyone on the plane so that we could get TSA and customs clearance first, gate side, avoiding our having to carry a sick baby in a car seat through an entire airport to customs. Helpers met us at each destination as gate agents from our departing cities warned the gate agents at our next arrival destination that we would need a wheelchair and help with bags.
Finally, as we were 30 minutes from our final destination, the pilot of United Flight 284 on 7/26/2018 from SFO to SAN called me up to the front of the plane to chat, as [there was] fog in San Diego. He wanted to know if the baby would be adversely affected if he [diverted] the flight to LA to refuel. We truly appreciated his taking our patient into account.
Ultimately, we arrived in San Diego without any major mishaps, and our newborn is currently undergoing definitive treatment for his condition.
Mr. Larson and his colleagues at United helped to save a life yesterday, as this baby may not have survived to make the flights had we had to wait for an open seat. Now that he has gotten to care, he will likely have a great chance at a normal life.
I just wanted everyone know that there are truly compassionate, dedicated people working for your organization."
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.
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 56 repatriation flights from Panama City, Guatemala City, Quito, Lima, San Pedro Sula, Tegucigalpa and Roatan, bringing nearly 8,000 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.
In the midst of mobilizing our cargo operations, our teams at New York/Newark (EWR) and Jacksonville (JAX) stepped in to assist Roche Diagnostics with transporting a vital component for an instrument being used for COVID-19 testing.
The component was stuck at EWR en route to the Mayo Clinic in Florida after another airline's flights were cancelled. A Roche employee contacted us asking for help and, within a few hours, our teams had the piece loaded onto a Jacksonville-bound aircraft, with arrangements in place to deliver it to the Mayo Clinic.
The item we shipped will allow the Mayo Clinic in Florida to process hundreds of COVID-19 tests per day. Mayo Clinic Laboratories has been on the front lines of increasing testing capacity to expedite caring for patients at this critical time and working to ease the burden being felt at test processing laboratories in a growing number of areas.
Together, we are facing an unprecedented challenge. United Together, we rise to meet that challenge.