When Kerry Drake’s first flight was delayed, he lost it. The San Francisco man broke down in tears, terrified that he’d miss his connecting flight and wouldn’t make it to Lubbock, Texas, to see his dying mother. He was consoled by the crew on that United flight, who ensured they would do everything they could to help. The plane’s captain radioed the airport, and the crew in Lubbock held the plane until Drake arrived. “I was still 20 yards away [from the gate] when I heard the gate agent say, ‘Mr. Drake, we’ve been expecting you,” he said. Drake — and his luggage — made it to the hospital in time to say goodbye: His mother died the next morning.