I’ve been delayed more times than I have fingers. Whether I’m zipping through the country or over international waters, there’s always a good chance I’ll inevitably get delayed. It’s a fact of life when you love to travel as much as I do. And even though most flights are on a tight schedule, and often operate like clockwork, life just sometimes gets in the way and has other plans in store.

Passenger Kristen Wiley was aboard Alaskan Airlines Flight 748 departing from the Seattle-Tacoma airport when after 45-minutes, they hadn’t budged an inch. She quickly found out the delay and updated her Facebook page, saying “We are currently sitting on a plane, with a 45-minute delay. Why? Because there is an elderly woman suffering from dementia, who is very upset and confused.” What happens next made Kristen continue to share what she was seeing unfold in front of her eyes, on social media.

The elderly woman was overcome with bewilderment and emotion just before take off. She couldn’t process what was happening around her, and to help her through the breakdown, Alaskan Airline cabin crew showed up on the scene to talk her through it. They were extremely patient, compassionate and worked with her husband/caregiver to find the best solution.

When Kristen saw how the crew handled the delicate matter, she was thrilled by their thoughtful way of keeping everyone in the loop while maintaining the dignity of the woman. She and her husband and emotional support dog were escorted off the plane and put up in a hotel room while she recovered overnight.

Kristen went on to comment about how she was so touched by how caring and human the cabin crew was in an otherwise inconvenient situation. “This is how I would want my mother, my sister, my aunt, my daughter, my niece, my friend cared for.” When we get caught up hearing the not-so-good stories about airlines, this one sure is the opposite. It’s so heartwarming and relieving to hear that there are authentic moments where humanity is still present and appreciated.

This is the picture snapped by Kristen of the crew calmly addressing the predicament onboard.