The day before Thanksgiving, Laura Genovich heard that her mother had suffered a stroke. Two days later, on November 27, a nurse at the hospital informed her just how severe the stroke was, and Genovich packed up her 3-month-old baby and rushed straight to the airport so that she might have the chance to say her final goodbyes. She managed to get a ticket for American Airlines’ first available flight from her home in Grand Rapids, Michigan to Orlando, but after enduring an hour-long maintenance delay, the flight was canceled. Genovich said that she broke down in tears in her seat, terrified that she would not make it to the hospital to see her mother for what might be the very last time. But a beyond-kind stranger stepped in and ensured that would not be the case.
In a recent blog post detailing the story, Genovich wrote:
“When I got off the phone, the woman in the seat in front of me turned around and looked me in the eye. She said, ‘My name is Mary. I’ve been listening to you for the last hour, and I’ve been praying for you and your family. I am not leaving your side until you are on a plane to Orlando.'”
Mary kept her word. At 11:55 a.m., Genovich discovered that there was a Southwest flight that departed for Orlando at 12:15 p.m. Mary grabbed Genovich’s bag, while she cradled her three-month-old daughter, and the three of them ran toward that departure gate. She explained her situation to the Southwest ticket agent (while an American employee hurriedly brought her gate-checked stroller and car seat to the Southwest gate) and learned that despite the rapidly approaching departure time, she could get on the flight. A new ticket would cost $400 — and Mary immediately offered to pay it.
“I cried harder, telling her I would pay it forward. She told me to go take care of my dad and my baby, and that would be paying it forward. Then she hugged me tightly and said, ‘I love you, and the Lord loves you.'”
Genovich arrived in Orlando later that day, just in time to spend 15 minutes with her mother, making it just before the ICU’s visiting hours ended for the day. Her mother passed away on December 3, a little over a week after she was hospitalized. Genovich said that, shortly after she landed, she had received an email from the Southwest agent, whose name was Gayle. She wrote:
“In part, that e-mail said: ‘My name is Gayle. I was the gate agent for Southwest Airlines in Grand Rapids working the flight to Orlando. I wanted to let you know that all of us here in Grand Rapids are sending you good thoughts and prayers. I hope everything gets better for you very soon, and we send our greatest condolences.'”
Gayle said that Mary had waited by the gate to ensure that Genovich made it to Florida safely. She also said that Southwest gave Mary a voucher for a future flight, as a thank you for her kindness. In her blog post, Genovich thanked Mary, Gayle and Southwest for its “unparalleled customer service.”