A Southwest Airlines employee who personally delivered lost luggage to a passenger’s home in the middle of the night is being called a “guardian angel” by the woman she helped.
Sarah Rowan, 27, a customer service agent in Southwest’s Pittsburgh office, was answering customer calls the evening of July 23 when she got a panicked call from Stacy Hurt, who had just flown from Nashville to Pittsburgh on a Southwest flight.
Hurt, 46, changed her reservation to a direct flight in order to make it home in time for her monthly chemotherapy appointment the next morning. Hurt, of Bridgeville, Pennsylvania, was diagnosed with stage 4 colon cancer in 2014 and remains on maintenance chemotherapy indefinitely.
Hurt’s luggage remained on her previously booked connecting flight, which was rerouted back to Nashville due to mechanical issues.
“I sort of panicked,” Hurt recalled. “I said, ‘I need that luggage. It has a lot of items I need for chemotherapy tomorrow.’”
Packed away in Hurt’s luggage were medications Hurt takes for chemotherapy side effects as well as personal items like a rosary and favorite t-shirt that Hurt, a mother of two, planned to take to her appointment.
On the other end of the call, Rowan, a Southwest employee for just six months, heard Hurt’s panic but also appreciated her patience.
“She was just as sweet as can be,” Rowan told ABC News. “Things that are out of their control can be frustrating for people, but for someone who is going through so much to be so patient and kind towards us, I appreciated it so much.”
Rowan told Hurt that she would continue to track her luggage and keep her posted, no matter the hour.
Rowan also knew that if Hurt’s luggage did not arrive before 1:30 a.m., it would miss the last courier and likely not reach Hurt until hours after her 9 a.m….