We received the below note from a passenger, who told us how Captain Cody Moser and Captain Thomas Ryba worked together to get her and her family on a flight to Houston after the unexpected death of her son. Their act of kindness was a bright spot in what had been a difficult and stressful day for this family. We are proud of Captain Moser and Captain Ryba for truly going above and beyond to help these passengers.
On Thursday, August 20, 2015, my three daughters and I were scheduled to fly to Houston, TX on United flight 2910E, leaving at 8:40 am. It was announced the flight would be late leaving due to mechanical maintenance. After waiting 45 minutes, we boarded and taxied from the gate, and then sat on the tarmac for an hour due to bad weather in Houston. We taxied back to the gate, deplaned, reclaimed our luggage and waited in the airport.
The ticket agent told us there was another flight leaving at 1:00 pm with four seats available. She was in the process of taking us off flight UA 2910E and putting us on this 1:00pm flight (issuing boarding passes), when the flight attendant came up to the agent and told her flight UA2910E was re-boarding and would be leaving as soon.
We had to make a decision quickly, and decided to re-board flight UA2910E. The agent put us back on UA2910E, again issuing new boarding passes and re-checking carry-on luggage. We again boarded flight UA2910E and taxied out on the tarmac. We stopped because they had no gate for us in Houston. After waiting 45 minutes, the flight was canceled and we were told we could probably get out the next day.
We were so upset, as we had to get to Houston that day. My 55 year old son had passed away suddenly on Tuesday, August 18th, and the viewing was that evening, with the funeral and burial scheduled for 9:00 am on Friday, August 21st. The flight attendant asked the passengers to let us off first so we could try to get in line for another flight. When we got out of the tunnel, the line had about fifteen people in it and we had to wait our turn. One of my daughters found a Customer Service Rep, who took her to Gate A14, to help her get on another flight. Unbeknownst to us, the pilot from UA2910E, Captain Cody Moser, had contacted the pilot of the plane that was to have left at 10:00, and was finally leaving at 2:00 pm, and told him of our situation.
The pilot of this plane, Captain Thomas Ryba, had already left the gate, but taxied back to the gate to get us. He got off the plane and came up the tunnel to the waiting area to personally greet us and take us on board. He also saw to it that my checked luggage was pulled off flight UA 2910E and brought to his plane so that all of our luggage arrived in Houston with us.
Captain Thomas Ryba and Captain Cody Moser, working together, made our emotional and upsetting situation a wonderful story. We would like to thank both of them! We absolutely understand that this is not something to be taken lightly and that once a plane door is closed it is almost never re-opened. We are also thankful to the passengers on the plane that were delayed by the return to pick us up.
Each time we tell this story (and we’ve told it many times) the first question is always, “Which airline were you flying”… and we say “United Airlines.”