Update: Doctor Gives Up Business Class Seat For Sick Passenger, Claims American Airlines Won’t Even Acknowledge It
There’s an update.
After Dr. Erin Nance went viral for her video complaining that American Airlines failed even to acknowledge that she prevented a transatlantic diversion by treating a sick passenger and then letting that sick passenger sleep in her lie-flat business class seat, American Airlines…and British Airways…have finally responded.
Even though her flight was operated by American Airlines, Nance purchased her ticket through British Airways. With the help of American Airlines, she was refunded $2,145.52 for the downgrade (when she gave up her business class seat, she was placed in the last row of economy class). American Airlines also provided some additional frequent flyer miles (unspecified amount).
Even with American Airlines (and British Airways) finally making things right, Nance is wondering whether to fly with AA again:
“While I have accounts with several airlines, including American, I’m more likely to choose companies that value and respect medical professionals.
I initially hesitated to post on TikTok, hoping the airline would take the initiative to rectify the situation. Ultimately, it’s about the airline’s responsibility to acknowledge and appreciate those who go out of their way to assist others.”
Some have criticized Nance for not really being a “Good Samaritan” by demanding “compensation” for her services, but I very much agree with Nance here…her actions avoided a diversion and she acted in the interests of the airline and the other passengers onboard, not necessarily herself.
It is right and proper to recognize that she should have been refunded for not traveling in business class when she purchased a business class ticket. I am happy to hear, even if came only after immense public pressure, that AA and BA made this right.
The original story is below.
A doctor who attended to a sick patient multiple times and then gave up her business class seat for that same patient so that the flight would not have to divert claims she has not even been offered a thank you from American Airlines, let alone been made right for her sacrifice.
Doctor Gives Up Business Class Seat For Sick Patient She Was Asked To Treat Onboard American Airlines Flight
Dr. Erin Nance is an orthopedic hand surgeon and operates a social media platform aimed at helping women deal with chronic health issues. She and her husband were flying to Europe on American Airlines and about an hour into the flight, a flight attendant asked if there was a doctor onboard.
She volunteered and was brought back to economy class to attend to a passenger, who had fainted. The female passenger returned to her seat, appeared stable, and so Nance returned to her seat. But less than hour later, Nance was summoned again to attend to the same woman. This time, the woman was lying down on the floor outside the lavatory and claimed she could not get up.
As the captain prepared to divert to Nova Scotia, Nance offered to let the woman lie down in her business class seat. In fact, she and her husband volunteered to move to economy class out of compassion for the sick passenger and to avoid a diversion.
She was placed in the last row of economy class in seats that did not recline.
No Good Deed Goes Unpunished?
After the flight, she asked American Airlines for a refund or “a future business class experience” and was instructed to fill out a customer service form online, which she did. But a month has passed and she has heard nothing back.
View From The Wing wonders, “The doctor did volunteer her seat! It’s the right thing to do, she thought. Maybe she shouldn’t be compensated for that?” and I agree…to an extent.
Ultimately, American Airlines does not owe her anything legally. But it really is just the latest example of no good deed going unpunished. Let’s review:
Nance cared for the sick passenger…twice
Nance offered up her seat so that the plane would not have to divert
That saved AA tens of thousands of dollars, at a minimum
For all who find her actions (in demanding compensation) tacky, I find it far more tacky that American Airlines did not promptly reach out and properly thank her.
I guess she should be happy the patient did not sue her?
Why is it that doctors (and nurses) are expected to volunteer their time for free onboard?
CONCLUSION
A doctor shares of helping a sick passenger on an American Airlines transatlantic flight and then giving up her business class seat so the patient could rest and the flight would not have to divert.
If there is truth to her story (and I see no reason to doubt it), then American Airlines should make this right…doctors should be encouraged to step forward when called, not disincentivized from doing the right thing.
This could have been such an easy PR win for American Airlines…