July 2025
Airline Employee Shares Luv with Passenger-in-Need
An elderly passenger with dementia incorrectly booked a flight and couldn’t correct his mistake, but an airline agent with a heart helped him find his way.
Henry, the passenger, was trying to fly to Tucson. Natalie F., an agent with Southwest Airlines at PHX, called the U.S. Department of Veterans Affairs to see if they could assist Henry, who was also a veteran. One of the VA workers agreed to drive from Tucson to Phoenix to pick up Henry.
Natalie stayed in contact with the VA worker until Henry could be picked up and taken to Tucson, his original destination.
“A big thank you to Natalie at Southwest Airlines, and her coworkers who made this happen,” said the Phoenix Navigator coordinator who nominated her for recognition.
Natalies’s courtesy and kindness was so impressive and awe-inspiring that she has been recognized by our Phoenix Sky Harbor On the FLY team (F = Friendly. L = Let me help. Y = You.)
Do you have a story about awesome customer service from a Sky Harbor employee? Send the details to us at skyharbor@phoenix.gov.