Sunday, Aug. 20, 2023 | 2 a.m.
Like so many people, I can gripe about the airlines, the usual things like unwanted fees, oddball fare rules, long waits to talk to an agent, etc. But a recent trip to Maui, amid the wildfire that has now claimed more than 100 lives left me applauding the airlines.
I was scheduled to depart to Maui on Aug. 9. I checked in and, shortly before the flight on Hawaiian Airlines was to board, there was an unsettling announcement over the loudspeaker. There was a fire, and if I chose not to go, Hawaiian would rebook me at a later date at no charge. The hotel in Kaanapali hadn’t sent an email advising me not to come, so I decided to proceed, as Kaanapali is not near Lahaina.
Upon arrival five hours later at Kahului Airport, I immediately realized my mistake. The woman at the Hertz counter told us we would not be able to go to Kaanapali, as the road was closed.And by then the hotel had emailed us to not come. By the time I got back to the airport, the scene was chaotic.
Fortunately, Southwest Airlines was offering same-day $19 flights to Honolulu. There was a three-hour flight delay but I raced to the Southwest ticket counter, claimed a ticket and then booked a hotel in Honolulu.
Why would Southwest be offering $19 tickets? I was later told by our travel agent that Southwest and other airlines had brought in extra planes and offered rock bottom fares so that those who needed to evacuate could do so. I’m no economist, but $19 fares had to be a money loser.
In the midst of chaos, the woman at the Southwest ticket counter was kind and patient with us. As was the man at the Hawaiian ticket counter helping us to change our ticket from Honolulu back to Las Vegas.
If all of that weren’t enough, the flight attendant abandoned the usual script and spoke honestly, asking us to keep Maui close to our hearts. We couldn’t see him but it sounded like he was very close to tears. I wish I had gotten his name to pay proper tribute, but I am thankful to him and every other member of the flight team. For all I know, they may have lived on Maui and been worried about their homes or loved ones. Even so, they carried on with great compassion.
I was thankful to evacuate and fortunate to have a home in Las Vegas to return to. I’ve never wanted to kiss the ground at Harry Reid International Airport, but when my flight home arrived around midnight, the thought did enter my mind.
So, for the time being no more airline griping from me.
Guy Heston is a retiree and former chief operating officer of Long Beach Transit. He lives in Las Vegas.
