On the morning of January 24, 2013, Kerry Drake was flying home to see his dying mother. The last-minute flight would get him there in time to see his mother only if the entire schedule was on time, and allowed a 40-minute connection. 
 
While flying on the first flight segment, Kerry received an update from the airline captain that the flight would arrive late. He realized at that point, he would miss his connecting flight and would not be able to make it to his mother's side in time. Kerry, sitting in his airline seat, started to cry uncontrollably. 
 
The airline attendants quickly went to his side, learned on his situation and tried to comfort him. They got is connecting airline information, relayed the situation to the airline captain who in turn made a remarkable and almost unheard of request. The airline captain radioed the airline captain of the connecting flight to delay the plane's departure.
 
The connecting airline captain agreed.
 
Upon arrival at the airport of the connecting flight, Kerry ran to the connecting flight to find the plane and crew waiting for his arrival. Kerry was able to reach his mother's side that day and spend the night at the hospital by her side. 
 
She died the next morning.
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Most companies have strict standards and performance goals which define their brand, and reward employees for meeting and exceeding performance goals.  For the airline industry, on-time departures are one of the most visible and compensated goals of all. To have one airline captain radio a request to delay a flight's departure is asking to compromise standards and quite possibly, the Airplane Captain's bonus.
 
The airline captain made the right call. 
 
Standards and operational guidelines are in place to do things right. Our hearts are in place to do the right things. To be the best, you need both.
 
Until Next Friday,