American Airlines faced criticism for initially refusing to refund a doctor who gave up her business class seats to assist a sick passenger experiencing a medical emergency on a flight to Italy.
Dr. Erin Nance, known on TikTok as @littlemissdiagnosed, shared her experience of volunteering to assist 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 premium seating.
Despite her kindness, the airline initially dismissed the New York City-based doctor’s refund request, citing booking complications because the tickets were purchased through British Airways.
The incident unfolded an hour into her flight in June when the crew announced a medical emergency.
Dr. Nance stepped in to help and offered her and her husband’s business class seats to the sick elderly woman, who fainted twice within 20 minutes, and her son, 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 there was anywhere the woman could 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 faced criticism for initially refusing to refund a doctor who gave up her business class seats to assist a sick passenger experiencing a medical emergency on a flight to Italy
Despite her selfless act, American Airlines initially dismissed her refund request, citing booking complications because the tickets were purchased through British Airways
While the flight crew expressed their gratitude, providing free food and champagne to Nance and her husband, the couple was relegated to uncomfortable seats for the remainder of the flight, which they described as ‘possibly the worst seats on the airplane.’
Dr. Nance didn’t see the passenger or her son after the flight, as they had already disembarked. While the elderly woman didn’t speak English, her son expressed gratitude for Dr. Nance’s assistance.
Despite the airline’s initial reluctance, Dr. Nance persisted in requesting a refund.
Speaking to DailyMail.com, Dr. Nance said that while she would gladly volunteer her seat again to ensure someone’s safety, it was fair to expect reimbursement for the expensive tickets.
‘Physicians are inherently altruistic, always ready to assist those in need. While we don’t seek recognition or reward, it’s reasonable to expect gratitude from companies when we go above and beyond,’ she said.
‘Over the years, I’ve assisted countless passengers in medical distress. It’s part of the job. I’ve 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 a major disruption to the entire flight.’
Weeks went by without a 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 their offer of airline miles fell short of her expectations.
The airline claimed that, since the tickets were booked through British Airways, they couldn’t issue a refund directly.
However, after continued public pressure and support from commenters, British Airways stepped in and agreed to refund the difference in the cost of the seats. American Airlines also offered additional points to her and her husband as compensation.
After continued public pressure and support from commenters, 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 informed her that they offer extra miles to the physicians that tend to passengers mid flight.
‘While I have accounts with several airlines, including American, I’m more likely to choose companies that value and respect medical professionals,’ she said.
‘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.’
Dr. Nance was just recently refunded $2,145.52 this month for the sacrificed seats while American Airlines awarded her miles for her assistance on board.