American Airlines was criticized for initially refusing to reimburse a doctor who gave up its business class seats to help a sick passenger who suffered a medical emergency during a flight to Italy.
Dr. Erin Nance, known on TikTok as @littlemissdiagnosisshared her experience of volunteering to help an unwell passenger on the first leg of their flight to Italy, an overnight flight to London. This selfless act required her and her husband to sacrifice their first-class seats.
Despite her kindness, the airline initially denied the New York City-based doctor’s refund request, citing booking complications because the tickets were purchased through British Airways.
The incident happened an hour after her flight in June, when the crew declared a medical emergency.
Dr. Nance stepped in to help and offered the sick elderly woman, who fainted twice within 20 minutes, and her son the business class seats for her and her husband, allowing the woman to lie down comfortably.
This gesture prevented the flight from being diverted to Nova Scotia as the pilot had suggested.
“I asked the flight attendants if the woman had somewhere to lie down as she was on the floor in front of the bathroom, but they told me the flight was completely full,” she told DailyMail.com.
American Airlines was criticized for initially refusing to reimburse a doctor who gave up its Business Class seats to help a sick passenger who had a medical emergency during a flight to Italy
Despite her selfless act, American Airlines initially denied her refund request, citing booking complications because the tickets were purchased through British Airways
While the flight crew expressed their gratitude by providing Nance and her husband with free food and champagne, the couple was relegated to uncomfortable seats for the remainder of the flight, which they described as “possibly the worst seats on the plane.”
Dr. Nance did not see the passenger and her son after the flight because they had already disembarked. Although the older woman spoke no English, her son expressed gratitude for Dr. Nance’s help.
Despite the airline’s initial reluctance, Dr. Nance persist in requesting a refund.
Speaking to DailyMail.com, Dr. Nance that while she would like to vacate her seat again to ensure someone’s safety, it was reasonable to expect a refund for the expensive tickets.
‘Doctors are altruistic by nature and are always ready to help those in need. While we do not seek recognition or reward, it is reasonable to expect gratitude from companies when we do our very best,” she said.
‘Over the years I have assisted countless passengers in medical need. It’s part of the job. I never asked for anything in return; in fact, I often don’t even mention it.
“In this case, I personally chose to sacrifice my comfort to ensure the safety and well-being of a fellow passenger. It’s a small gesture, but one that could have prevented major disruption to the entire flight.’
Weeks passed with no response to her formal complaint, prompting her to share her experience on TikTok, where the video went viral.
The attention forced American Airlines to respond, but its airline mileage offering fell short of its expectations.
The airline claimed that as the tickets were booked through British Airways, they could not issue a refund directly.
However, after continued public pressure and support from commentators, British Airways intervened and agreed to refund the difference in the cost of the seats. American Airlines also offered her and her husband extra points as compensation.
After continued public pressure and support from commentators, British Airways stepped in and agreed to refund the difference in the cost of the seats
Dr. Nance asked the American Airlines representative if they had a specific policy in place to thank medical professionals who assist passengers during in-flight emergencies. She told her that they are offering extra miles to the doctors who attend to passengers mid-flight.
“Although I have accounts with several airlines, including American, I am more likely to choose companies that value and respect medical professionals,” she said.
“I was initially hesitant to post on TikTok, hoping the airline would take the initiative to rectify the situation.
“Ultimately, it is the airline’s responsibility to recognize and appreciate those who go out of their way to help others.”
Dr. Nance was recently reimbursed $2,145.52 this month for the sacrificed seats, while American Airlines awarded her miles for her inflight assistance.