WestJet gives 10-year-old a plane tour to ease her anxiety and fear of flying

When Stacey Swartz told her 10-year-old daughter, Melody, they would be flying to Vancouver for a wedding, she was met with a curt response.

"She said, 'oh no I'm not getting on that plane'."

It was a response Swartz had anticipated. Swartz said Melody has never flown before and that she doesn't do well in new situations, especially considering she's diagnosed with anxiety and ADHD.

"It's just the way her brain works," said Swartz. "She needs to understand the who, what, where and why to be able to feel comfortable."

On a whim, Swartz decided she'd email WestJet and explain her situation. She'd already bought her tickets in February and after considering all of her options—busing, taking the train and driving to British Columbia—she tried one more thing: she asked the airline if Melody could tour one of the planes.

Swartz said she wasn't expecting a response, but 20 minutes later she said her phone rang.

"I remember the gentleman that called me," Swartz told CBC London.

"He said 'I know it's late. I'm so sorry but I just had to reach out to you because your story inspired me and I just wanted to make sure we got this right.'."

This was on July 21. Swartz said WestJet employees spent almost two weeks trying to find a nearby airport that could facilitate the tour.

Fortunately, everything worked out. 

"We ended up finding an airport that had the exact same plane that we would be boarding. Melody was able to sit in the exact seat that she'll be flying in."

On August 9, Swartz and Melody woke up at 3 a.m. and drove almost an hour from Ingersoll to the Region of Waterloo International Airport.

When they arrived Swartz said she was blown away. She said airline staff showed Melody everything from how the plane operates to where her food is prepared.

"They really gave her the respect that she deserved," said Swartz. "They all shook her hand and invited all of the questions she had and answered every single one of them."

"It was incredible."

WestJet response

​CBC London reached out to WestJet for a response, which they replied via email. 

"We are pleased to hear that the tour our WestJetters provided helped our guest and her daughter prepare for their upcoming flight," said Lauren Stewart, media relations manager at WestJet. "We look forward to seeing them on board soon." 

When asked to comment further Stewart replied, "We take these opportunities when possible, but we aren't ones to toot our own horns."

"We will leave it there." 

'That's just who we are as a country'

Swartz said Melody is now excited for her flight this Saturday. She said it's Melody's first time flying so she's still a little hesitant about it. But Swartz said she's constantly showing her videos and going over safety procedures.

"As a mom you do what you need to do for your kids."

Swartz said the whole experience was very Canadian. 

"It's just kind of the Canadian spirit, you know? We always go above and beyond. We help people."

"It's just who we are as Canadians."