This Airline Wins Customer Service by Helping a Panicked Mom in the Best Way

How do you say “nice work” in Finnish?

It’s been a brutal week of discussion about airline customer service and dubious flying policies after a video of a passenger being violently removed from a United Airlines flight went viral — and made the whole world wince. But on the opposite end of the spectrum, we were pretty thrilled to see this story about one airline crew that demonstrated pure in-flight awesomeness.

A harried mom recently boarded a Finnair flight with her four (!) boys. That would be a handful under any circumstances, but there’s more: Two of the kids are infants.

“Naturally one cannot travel with two babies on one’s lap, so we had to solve the dilemma of a missing lap,” Ami Niemelä, a Finnair crew member, posted on Instagram. “Otherwise it would have been a no go for mom and the kids.”

More: Breastfeeding mom (of triplets!) gets first-class treatment on flight

Did Finnair force the exhausted mom off the plane with her kids and require them to make alternate arrangements? We are delighted to report that the answer is a resounding no.

Instead, an off-duty pilot who was on the flight stepped in to assist — and immediately became the baby-holding heartthrob of the year. (Yes, that’s totally a thing.)

“We had our positioning crew on board,” Niemelä wrote. “And wonderful Tom took the task of being the extra lap. Don’t you find them quite adorable?”

Um, yes — yes we do. This planet could definitely use a few more Pilot Toms waiting in the wings when overloaded moms are traveling solo with their kids. Can we order 500 for the United States? Kinda spread ’em out across flights? Probably not, but at least we can dream. Swoon.

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