Rules are Rules Except When They Are Not

Monday was a bad travel day. I was trying to get to Portland. My wife was trying to get back from NYC to be with our children. The flight gods were against us. What made matters worse, my wife tore her heal in an exercise class and now could not walk. Her flight was canceled and she had to spend an extra 3 hours at the airport. I called the American Airlines Admirals Club to allow her admission even though I am a member (and an Executive Platinum Flyer) but not her.

The manager, Augie let her be in the club for the day. It was a lifesaver. I wrote a thank you note and this is what I got in return:

Dear Mr Moltz;
 
Greetings from the Admirals Clubs.  And on behalf of Augie and his staff, you are most welcome.  
 As they say:  “Rules is rules, and sometimes they’re meant to be bent or broken!”  I’m glad we could make your wife’s journey a bit more comfortable, and I will forward your kind words of appreciation on to Augie. We look forward to serving you in the Clubs again soon.

Thank you American for coming through when I needed you. This buys loyalty so I will fly another 1oo times this year on your airline!