American Airlines denies refund to doctor who gave up business class seat for sick passenger

American Airlines faced backlash after a doctor gave up her business class seat to help a sick passenger.

Dr. Erin Nance, a New York City physician and TikTok creator known as @littlemissdiagnosed, recently garnered widespread praise for her selflessness during a medical emergency on a transatlantic flight. When an elderly passenger fainted twice on a flight from New York to London in June, Dr. Nance quickly stepped in to assist, offering her and her husband’s business class seats so the woman could lie down comfortably. This act of kindness not only stabilized the situation but also prevented the flight from diverting to Nova Scotia.

Despite her efforts, Dr. Nance faced frustration when American Airlines initially refused her refund request for the sacrificed business class tickets, citing that her booking had been made through British Airways. The couple endured the rest of the journey in cramped seats described as “the worst on the plane,” receiving only complimentary champagne and meals as thanks from the flight crew.

After weeks of silence and no resolution, Dr. Nance shared her experience on TikTok, where her video quickly went viral. Public backlash against American Airlines mounted, putting pressure on the company to respond. While American Airlines offered mileage points as compensation, British Airways eventually stepped in and refunded $2,145.52, covering the ticket cost difference.

Dr. Nance expressed her gratitude for the resolution but called for clearer airline policies to support medical professionals who assist in emergencies. "Physicians are inherently altruistic, but it’s fair to expect gratitude from companies when we go above and beyond," she said.

This incident highlights the ethical and operational challenges airlines face during in-flight emergencies. It also underscores the need for policies that formally acknowledge and compensate passengers who make personal sacrifices for the safety and well-being of others.