Here’s an update on yesterday’s Southwest story — and how you can help

The response to yesterday’s story about how a Southwest Airlines pilot held the plane for the grandfather of a murder victim has been overwhelming. Here’s an update.

A lot of readers have asked how they can help. Nancy, the toddler’s step-grandmother, has asked that donations to be made to the Aurora, Colo., location of the Ronald McDonald House, which has arranged for her husband and step-daughter to stay in a local hotel at no charge. Donations should be made in the name of Caden Rodgers.

Here are a few details about the case. The boy, Caden Rodgers, was reportedly body-slammed by his mother’s live-in boyfriend, last week. He died of his injuries on Thursday, according to reports. Here are a few more specifics on this horrific case. I can’t bring myself to write more.

Nancy also had a few comments after reading some of the feedback on the original post.

Yes, Mark works for Northrop Grumman. However, as all his flying is done under a government contract he is required to purchase the lowest fare possible per a DOD directive. That is usually SWA when it’s factored in there’s no checked baggage fee.

2. While Mark DOES work for Northrop Grumman, all travel purchases are made via American Express Travel. There’s nothing on his account or ticket that says, “Hey, this guy works for Northrop Grumman!”

3. Mark is a minion at NGC. His bosses might fly business class, but he doesn’t, much to his chagrin.

I’m grateful to the readers of this site for their compassionate response to this case, and to Southwest Airlines and its principled pilot for holding the plane.

  • naoma

    I applaud this pilot. He has a real “heart.” No one on that plane should complain! And a plea to the family of the little boy who was beaten to death: Please take this man who killed the boy to court and hope he is convicted. Get your daughter some help because her choices for a boyfriend do not make sense. Had someone beaten my child, I would have retaliated and gone to jail myself. After all, without my child life would not have much meaning.

  • Dave

    I already liked Southwest, now I’ll go even farther out of my way to fly them.

    And, though this is probably the wrong forum for this subject, how can anyone oppose the death penalty for this guy?

  • Jack Bauer

    Did they at least catch the b@stard who did it?

  • Alan Andersen

    I’ve read all the comments and still don’t understand how
    the pilot learned about the tragic circumstances behind Mark’s (the
    late passenger’s) trip. My question is who went of of his way to
    inform the pilot? Was it the telephone ticket agent that Nancy
    spoke to who was so deeply touched by the tragedy? In that case
    that ticket agent is also a hero for going out of her way to
    contact the pilot/dispatcher? My take on this story is that people,
    like the pilot, on an individual level are, for the most part,
    caring and compassionate once you can get their attention. But the
    problem in large institutions, like the airline industry, is
    getting the facts to that one individual who can make a difference.
    Perhaps it is Nancy who is to be commended for her tenacity is
    conveying the full import of the tragedy to the telephone ticket
    agent. Otherwise, how on earth did the pilot know?

  • Kevin M

    My guess, Alan, is that when Nancy explained the situation to the ticketing agent, the agent set in motion a series of things to help ensure he’d make his connection. They can’t shorten lines, they can’t make TSA move faster, but they can put a notice both on his ticket AND for the flight crew about the extraordinary circumstances.

    But then, even that would be meaningless if the pilot hadn’t taken it on himself to make sure that the passenger in question had made it to the gate. My guess is that he asked the gate crew if he’d boarded; the computer would have shown that he’d checked in but had not turned in a boarding pass. The obvious conclusion – he’s in the airport and trying to make the gate – gave the pilot an opportunity to be ready to meet him and, in doing so, ensure that the plane would wait.

    I can’t imagine any other airline doing this, NOT because their employees are heartless, not because the airline executives don’t care, but because I don’t see this kind of attention to detail as part of their culture. Southwest treats its employees well, and they, in turn, do a great job for their customers.

  • Mekhong Kurt

    It’s natural to lash out at the entire airline, as a few have done, since we tend to confuse any monolithic corporate entity with the human beings that are its flesh-and-blood people actually doing to work.

    Clearly, as has already been noted, someone other than the pilot had to start the ball rolling to ensure this poor gentleman was able to board the aircraft — how else could the pilot, or any other member of the aircraft crew (or gate crew, for that matter) have possibly known if someone at the check-in counter hadn’t run up some sort of flag?

    Entirely by luck of the draw, I’ve never flown Southwest — but I would, in a heartbeat. The airline’s corporate culture has been famous for decades, a culture that promotes exactly the kind of response from the airline’s frontline “troops” such as we see in this wonderul story. Well, wonderful in terms of what happened at the airport, not wonderful at all — terrible, in fact — how this story got started in the first place, with the horrendous personal loss.

    My hat’s off to the pilot and anyone involved in getting the word to him, in particular, and to the larger Southwest Airline family — including, yes, even those mean, wretched old bosses who promote such a culture. Excellent show.

    Note to other airlines’ movers and shakers: pay attention, take notes, and be prepared for a pop test anytime, from any traveler, anywhere you fly. And think “Southwest” as you make decisions. Okay, Hm? HMMMMMMMMMMMMM????

  • Royce

    I LUV Southwest and fly them if at all possible, because they have not forgotten how to treat their customers and will go the extra mile just as this pilot demonstrated. God bless him for his compassion & understanding.

  • flutiefan

    Mehkong Kurt, thank you for recognizing that the pilot HAD to be informed by the airport personnel. Too many people here are bashing the ticket counter agents, who either had no clue what this man had been through (and just appeared to be another late passenger frustrated with waiting in line), or more likely were the ones who took the steps to get the pilot aware of the situation.
    My roomie was a SWA employee, and says that Nancy is 100% correct about the agents having no clue about Northrop Grumman (the payment info is on an entirely different screen, which would only say American Express Travel, and sometimes only says “TA” for Travel Agent).

    In any case, my heartfelt condolences to the family. My niece is 4 and my nephew is almost 2, and I couldn’t imagine anyone hurting a single hair on their heads, nor could I imagine my life without them. Bless your hearts, and know that Caden’s organs will provide gifts to those in need.

  • Sammy

    The story about the pilot holding the plane for the grieving grandfather has hit the Denver News. http://www.denverchannel.com

    Reading more about the story of this poor little boy has me even more grateful for the pilot and SWA and their courtesy, that was one daughter who needed her dad.

  • Sammy

    oops. correction on the website

    http://www.thedenverchannel.com

  • tere

    Prayers go out to that family and the tragedy. The pilot and ticketing agent showed true compassion for another person. But for the grace of God go I went through my head as I read this story. Southwest, I will go out of my way to book flights on your airline. Continue to hire employees who treat their passengers like they would want their own family treated

  • Donna Hooker

    The Lord was with this grandfather and the pilot obviously was listening to the Still Small Voice, the Holy Spirit!!!! May God watch over all whose lives were saved or renewed by this sweet little boy! He is with our Lord and our Lord is good!

  • Donna Hooker

    I am so touched by the actions of all who were involved in getting this grandfather on the plane! My sincere condolences to the entire family! This just goes to show that there are Corp.s who still put customers fisrt! I am so sorry about the tragic circumstances that brought this story to light, but totally grateful to all who made this situation turn to something so positive. From the little boy’s mom, his step-grandmother, his grandfather, and all airline employees who made it work, to all the Drs, nurses etc. who who were there to assist in his care and subsequent transplants. My hope is for all 25 recipients to heal rapidly and experience all that is good in life! God bless all who had a hand in this!

  • rob

    @Donna Hooker “The Lord was with this grandfather …” My
    family suffered a tragedy of a similar magnitude many years ago,
    though without the criminal element. I found it deeply offensive
    when people make comments of that nature. What you are saying, but
    logical and inescapable extension, is that the Lord was not with
    the child. I told a well intentioned priest who said our burden was
    “the will of God” that he was telling me that God did it on
    purpose. That apparently hadn’t occurred to him before, but judging
    by his reaction I doubt he’s made that insensitive comment
    since.

  • rob

    (typos corrected, sorry) @Donna Hooker “The Lord was with
    this grandfather …” My family suffered a tragedy of a similar
    magnitude many years ago, though without the criminal element. I
    found it deeply offensive when people made comments of that nature.
    What you are saying, by logical and inescapable extension, is that
    the Lord was not with the child. I told a well intentioned priest
    who said our burden was “the will of God” that he was telling me
    that God did it on purpose. That apparently hadn’t occurred to him
    before, but judging by his reaction I doubt he’s made that
    insensitive comment since.

  • Sammy

    And now the story has been picked up by MSNBC. Haven’t read that one, but the Denver Channel one mentioned this site and Chris. The airlines couldn’t pay for this kind of good press.

  • beth

    How refreshing. America and Americans have hope still.

  • Momo in Texas

    You go Southwest Airlines! They are the best. When I call to make a reservation and the representative thanks me for calling Southwest, I respond with….. is there anyone else to call?!!! I truly mean it! This pilot’s great act of compassion for a grieving family is beautiful. Thank you.

  • Dorothy

    Yes Yes Yes SouthWest is the best airline out there. In 2009 and half of 2010 that was the only airline I traveled due to my job. They made you feel important and like family. When we had delays or layovers I didn’t mine at all.
    And the way they treated our Troops boarding these planes was just outstanding.
    So it is no surprise to me what they did for this poor man. My heart and prays go out the him and the family and the airline crew as well. And to the company you have done an awesome job with this airline, no one can touch your customer service. I send you many, many Blessings to you

  • Logical Jen

    I despise Southwest. I know which airline I want to fly. It sure as heck will be any airline but Southwest!
    They now with new legions of soft-hearted wimpy “fanboys” who don’t mind leaving at 10:15 instead of 10:00. Good.
    I hope everyone reaps what they sew. I am going to get some on time flights! Hooray for me!

  • Evie

    Logical Jen, Someday you will be in need and you will need
    a helping hand. Unfortunately, you are probably the type of person
    that will see that kindness as something you are entitled to and
    dismiss the graciousness of the person who helps you. I truly feel
    sorry for you and for your lack of compassion. You are pretty
    thoroughly pathetic, albeit on time.

  • Fred

    Something doesn’t add up here. From the comments it appears
    this flight was billed to Northrop Grumman who in turn billed US
    taxpayers. In other words, rather than buy a direct flight to
    Denver with his own money he instead took a much slower route
    through Tuscon because he could bill that to the Dept of Defense
    and fly free. That is what is typically called fraud. I have a
    great amount of sympathy for the child, but not much for the
    grandfather if he didn’t buy his own ticket.

  • Ed Sloan

    I am heartbroken as I write this, because I am a
    grandfather and I don’t know how I could live, much less travel if
    something like this happened to my granddaughter. My Southwest
    Airline Story is so paltery compared to this, but it epitomizes the
    culture at this particular airline. ( I have many times by the way,
    seen Southwest pilots and crew pushing passengers in wheel chairs
    through the airport and helping with luggage etc. ) Here is my
    story. On a recent trip to Buffalo, NY from Chicago, my wife and my
    granddaughter who is 5 and beautiful had breakfast and were waiting
    for their flight in the waiting area. After boarding and finding
    seats, my wife asked Emma if she wanted to play with her barbies
    while they were flying and at that moment discovered they had left
    the small bag containing the dolls on the seat in the waiting area.
    My granddaughter began to cry and my wife stood up the attendent
    saw the (panic I guess is the best way to describe it) in my wifes
    eyes and the tears in my granddaughter’s and asked what the problem
    was. My wife explained and the attendent called the front of the
    plaine and told my wife they would look for them. Shortly they made
    a routine announcement about the flight and the speaker said the
    Captain has the bag of dolls. My wife never new who the Captain
    was, but we will never forget the captain and his crew’s concern
    for someone they had never met. Finally, to the person who said
    they despise Southwest, but would now use them, I am just the
    opposite. I travel often for the small company my wife and I own.
    If SWA doesn’t go directly we go to the closest location they fly
    into and drive from there. I have been doing it for years. There is
    no airline anywhere that even comes close to SWA. I am going to get
    out a donation to the referenced Ronald McDonald’s you refered to
    they are also a great organization.

  • Steve Nuchia

    I can’t read all the comments, my eyes aren’t really focusing very well at the moment. But something seems to be left out of the story …

    How did the pilot know? Someone passed the word, from the ticketing agent to the pilot and the gate agents.

  • lisa

    i know the pilot who held the flight.
    my husband, also a swa pilot and i had dinner with him last night. he said there are offers for the today show and gma he said “someones grandson was murdered, i was just doing the right thing.” he will be given a spirit award from swa.

  • http://www.facebook.com/profile.php?id=1556838763 Nancy Marine Dickinson

    I only just saw this comment.  No, he didn’t fly to Denver on our taxpayers dollars.  He completed his business travel in Tucson, as he’s required to do.  We then purchased a ticket on SWA to fly from Tucson to Denver.  How nice of you, though, to be so cynical.

    Just so you know, had he flown directly from LAX to DEN as others suggested he do, it would have cost an exorbitant amount and THAT would have raised eyebrows.

  • http://www.facebook.com/profile.php?id=1556838763 Nancy Marine Dickinson

    This was actually mis-reported by ABC and other news outlets picked it up.  I didn’t call the airline, I was too busy staying in touch with our step-daughter.  Someone at the airport started the ball rolling and we have no clue whom it might be.  My husband was guessing, and told SWA this, that it was probably the baggage handler outside on the sidewalk where my husband checked his suitcase.

    The only contact I had with the airline was when I purchased my husband’s ticket to fly from TUS to DEN once he got there. That was done at about 7:30 AM.

  • http://www.facebook.com/profile.php?id=1556838763 Nancy Marine Dickinson

    This was actually mis-reported by ABC and other news outlets picked it up.  I didn’t call the airline, I was too busy staying in touch with our step-daughter.  Someone at the airport started the ball rolling and we have no clue whom it might be.  My husband was guessing, and told SWA this, that it was probably the baggage handler outside on the sidewalk where my husband checked his suitcase.

    The only contact I had with the airline was when I purchased my husband’s ticket to fly from TUS to DEN once he got there. That was done at about 7:30 AM.

  • http://www.facebook.com/profile.php?id=1556838763 Nancy Marine Dickinson

    Yes they did.  He is currently sitting in the Arapahoe County Jail in Centennial, CO, and has been since this happened.  He was only just recently given a half-million dollar bond.

  • http://www.facebook.com/profile.php?id=1556838763 Nancy Marine Dickinson

    Yes they did.  He is currently sitting in the Arapahoe County Jail in Centennial, CO, and has been since this happened.  He was only just recently given a half-million dollar bond.

  • http://www.facebook.com/profile.php?id=1556838763 Nancy Marine Dickinson

    Lisa, if you ever see this note, would you please thank the pilot for us again and again?  When we had lunch with him, he was more than a little overwhelmed by it all.  I’m sure he considered what he did for my husband to be “just his job” but it changed our lives in a tangible way.

    Such a simple act of kindness…  It still brings me to tears thinking about it and what a difference it made in so many lives.