(Image credit: Wikimedia Commons under Creative Commons licence)

Etihad Airways turned around one of its planes in Manchester Airport recently on 30 March.

A couple who were on board one of Etihad Airways plane bound for Australia received the sad news that their grandson was in intensive care and that they need to see him now. The plane was already taxiing on the runway when they received the news. The couple then informed the crew who spoke to the captain.

A decision was made then to turn the plane back to the boarding gate. The couple disembarked.

(Image credit: Wikimedia Commons under Creative Commons licence)

Etihad Airway's “above and beyond” customer service did not stop there. The couple's luggage was also retrieved, their car collected from the carpark and driven to the arrivals so that they could drive off immediately. Throughout the whole episode, the couple were assisted from disembarking, back to the airport and to their car. The flight continued thereafter.

This is such an unusual level of customer service as every step required much coordination and can be quite a hassle to all staff involved. Yet, the couple had commended that staff of Etihad Airways were all very helpful and they were well taken care of. They were even told that they could use the tickets again, on a different date!

This is such a heartwarming and touching incident!