Travel Counsellor Becky Stephenson told TTG how the airline went "above and beyond" to help the passengers, when they received a call informing them of the news as the plane was making its way down the runway.
The unnamed customers were flying from Manchester airport for a stop-over in Abu Dhabi before travelling onto visit relatives in Australia, when they received a call from their son.
Sensing something was wrong the pair kept the phone on during the pre-flight checks and as the aircraft was readying for take-off, were sent a text message saying their grandson was in intensive care.
Upon hearing the news they alerted cabin crew who took swift action.
Stephenson, who had organised the trip, said cabin crew staff then stopped the taxing plane for the couple to disembark, had their luggage unloaded, made sure they were escorted back through the airport and arranged for their car to be collected outside the Arrivals terminal so the couple could make it to see their grandchild, who passed away the following day.
She told TTG: "Etihad have just gone above and beyond. If they [the passengers] had not been let off and had to fly back from Abu Dhabi they might not have made it back in time.
"I spoke to them yesterday and although it’s such a difficult time they wanted to pass on their thanks to Etihad and all the team that day.
"When we hand our customers over to airlines it’s nice and comforting to know they are being looked after in this way.”
To express her gratitude, Stephenson wrote about the exceptional service on Facebook site Travel Gossip. "I didn’t think it would get so much reaction,” she said. “I think everyone in the industry was touched by it and very impressed with Etihad.
“So many colleagues and industry members have expressed their condolences and I want to pass them onto the family.”
Stephenson was also able to directly thank members of cabin crew aboard the flight using Twitter. "One of my colleagues knew somebody who works with the staff at Etihad and so we were able to direct message a member of the crew who was aboard that day and just say how grateful we were. It’s nice that we were able to follow it through and say thank you," she added.
As a gesture of goodwill, Etihad Airlines has said it will also honour the couple’s tickets for the next year, allowing them to complete their journey at a later date.
