Funny you ask, I just posted this on my facebook wall last night. I arrived at SMF prepared to take a connection to DEN to get home to IAH when I realized that the non-stop from earlier in the day was nearly 4 hours delayed, but it was in final boarding when I got to the airport. I was giddy and happy to be getting home hours early.

The flight was only half full and there was a there was a single mom with a 2 yr old from Victoria, BC on the flight and that little girl was exhausted/wimpering and her mom looked frazzled from trying to entertain her after the nearly 4 hr delay of the SMF-IAH and looked at her wit's end. I started talking to her and let her play some of the apps I had downloaded for my nephewon my ipad and learned that they were on there way to Puebla, Mexico and the UA agent couldn't get them there due to the delay so they put them on an Aeromexico flight to Mexico City tomorrow and told them they could take a bus to PBC. I asked to see the documentation the agent gave her and what her plans were. Her only plan was to go to customer service when they landed. Needless to say it all looked very sketchy and half done from what the SMF agent gave them.

When we landed in IAH I took them to the United Club where they got 4 food vouchers, a voucher for a night at the Hyatt, amenity kits, a sippy cup of milk for the night and the UC agent got them confirmed seats on the PBC flight tomorrow, which the Sacramento agent said was sold out for the next 3 days!

It took about 40 minutes of my evening, but that lady was so grateful for the help and the United club agents were angels.