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Patrick Merkel knows that when someone calls the Allegheny County 911 center on Christmas, they might be experiencing the worst day of their life. Merkel is just one member of the team on the front lines on Christmas Eve and Christmas Day. With up to 70 people working each shift
65-year-old patrick merkel and passenger pam williams. >> we are still in contact with the folks in the aircraft. >> reporter: it initially knocked out electricity to roughly 120,000 people. in the early morning hours, the plane lowered down from its precarious perch. investigators from the ntsb and faa will work together to try to determine what exactly caused this crash. it does appear this pilot was coming in too low. he should have been 300 feet off the ground when he was making his approach to the local airport. instead, he hit in about 100 feet off the ground. it was cold. they didn't ha...