United Airlines crew helps Cypress mother after her autistic son has meltdown on flight

A woman will never fly with another carrier after she said a United Airlines crew treated her 4-year-old son with autism with kindness. A woman will never fly with another carrier after she said a United Airlines crew treated her 4-year-old son with autism with kindness. Photo: Lori Gabriel Courtesy Photo: Lori Gabriel Courtesy Image 1 of / 41 Caption Close United Airlines crew helps Cypress mother after her autistic son has meltdown on flight 1 / 41 Back to Gallery

When her autistic 4-year-old son flipped off his seatbelt and decided to lie on the floor of the airplane cabin right before takeoff, Lori Gabriel thought for sure her family would be kicked off the United Airlines flight.

"He would not sit down, because he was overstimulated," Gabriel said, recalling the three- and-half-hour turmoil that unfolded on her flight from San Diego to Houston, which began when she and her family sat in their seats.

"We were trying to get him back in his seat, and the flight attendant said, 'It's time for takeoff and we cannot take off until he sits down,'" Gabriel said.

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Still struggling with her son Braysen, who's non-verbal, Gabriel said she remembers feeling dread knowing that other passengers were probably already upset that her son was acting out.

But when the flight attendant came back, two other flight attendants were with her, Gabriel said.

"'What can we do to help you?'" Gabriel said the flight attendants said to her.

The United Airlines crew allowed Braysen to sit on Gabriel's lap for the duration of takeoff and made accommodations for him during the flight when Braysen preferred his seat on the floor in the First-Class cabin, she said.

"They did everything in their power to accommodate our family throughout the flight and showed their knowledge and training action," said Braysen's grandmother Sheri Keen in an email. "There was a crew member flying on personal time that even took the time to write a note (showing) support and love to our children."

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In the note, the crew member commended Gabriel and told her to "not ever let anyone make you feel as though you are an inconvenience."

"Thank you. You may not know how much that means to us when we feel defeated," Gabriel wrote in a Facebook post that has now gone viral.

United Airlines responded to Gabriel's experience in a tweet.

"It sure sounds like Braysen and your family had a great flight," United said in the tweet. "We are happy that our crew was able to make it an enjoyable experience... We look forward to see Braysen again soon!"

It sure sounds like Braysen and your family had a great flight. We are happy that our crew was able to make it an enjoyable experience. We are overjoyed to see that we have such loving and supportive passengers on board as well! We look forward to seeing Braysen again soon! ^KG — United Airlines (@united) August 7, 2019

The positive experience was a first for Gabriel, she said, adding that even the passengers on the flight were understanding.

"Usually people just give us dirty looks or whisper things under their breath," she said. "This is our life every day. I have been to places where people tell me I need to learn how to better take care of my children."

Even though Gabriel's family had a good experience, she said her heart breaks for families who haven't been so lucky.

"I know how it feels," she said. "We are literally locked out of restaurants due to his meltdowns. It wears you down to the bone. It makes you feel like you can't go on."

And she has a message for those who are quick to judge.

"Just turn the other way," she said. "Either offer to help or turn the other way."

"Sometimes a simple act of kindness can go a long way," she said.

Michelle Iracheta is a digital reporter in Houston. Read her on our breaking news site, Chron.com, and on our subscriber site, houstonchronicle.com. | michelle.iracheta@chron.com