Southwest Airlines employee goes extra mile to return misplaced bag

Southwest Employee Personally Drives Missing Bag To Cancer Patient's Home
Airline employee goes above and beyond to return bag to 'panicking' cancer patient

11 August, 2017

When Stacy called the airline about her bag, she spoke to an employee named Sarah and got emotional as she explained that she had a chemotherapy appointment in the morning.

Sarah Rowan, 27, was manning the customer call centre of Southwest's Pittsburgh office when she received a distressed call in the evening from a passenger who had lost their luggage.

The Bridgeville, Pennsylvania, native was diagnosed with stage 4 colon cancer in 2014 and has to stay on maintenance chemo indefinitely.

The 46-year-old mum, had changed her flight so she could make it back in time for her chemotherapy session and her luggage had remained on the flight she had initially booked.

"I panicked", Hurt, 46, tells PEOPLE.

"I was so exhausted from the traveling the lost luggage but that experience, that note is the boost I needed to go that day", she said.

"I immediately panicked, because I had chemotherapy the next day, and I knew that I had a lot of items in the suitcase that I needed and wanted for chemotherapy". The bag contained medication that helps her with the side effects of chemo for her colon cancer.

Instead of waiting until the next day to deliver the bag, the Southwest employee took matters into her own hands. "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".

Hurt's luggage eventually came in on the last flight of the night, after all the couriers had left. "For 50 chemotherapies, I've had them and I'm doing well", she said.

Rowan told Hurt that she would keep track of her luggage, but if it did not arrive before 1:30 a.m., it would likely miss the last courier.

"I looked up her address to see how far away she lived and she lived about 20 minutes away", Ms Rowan told ABC News. "Sorry for the delay getting your bag to you!"

The contents of the bag were especially important because Hurt had a chemotherapy appointment the very next morning.

"I was like, 'Oh my God".

"She's a true angel from heaven, she made a huge difference in my life, and I can't thank her enough", the woman tells WPXI.

'I started to cry when I read the note'.

Hurt posted a photo of the note on Facebook and explained the story.

'We are very proud of Sarah's kind, empathetic actions that represent the best of Southwest hospitality and the legendary customer service that our wonderful employees aim to deliver every day, ' Southwest said in a statement to ABC News.

For good measure, Southwest also reportedly sent Hurt a "swag bag" with a phone charger, earbuds and other travel-related goodies.

As Rowan listened to Hurt, she was reminded of someone dear to her - her father, Frank Rowan, who died six years ago from complications with Hodgkin's lymphoma and leukemia, which he lived with for two decades. When you have cancer and you have chemo, this is the toughest thing ever'.

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