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Cancer Patient In Tears To Find Note From Southwest Employees With Missing Luggage

If you've ever had to fly with more than just a carry-on, then you know how frustrating it can be. For one Pennsylvania woman, it caused a great deal of anxiety because she had a lot of important items packed away.

The woman is a cancer patient and slated to start chemotherapy. One employee could detect the distress in the woman's voice and came to the rescue when her luggage went missing.

Stacy Hurt was diagnosed with colon cancer and was ready to start chemotherapy the next morning. She flew from Nashville, TN to Bridgeville, PA on a Southwest Airline flight and was separated from her luggage. She immediately became distressed because she needed the things in her bag.

“I had a lot of items in the suitcase that I needed and wanted for chemotherapy,” Hurt said to CBS Pittsburgh. “One of them was medication. But many of them were personal items to me. I just started getting very emotional, and I started to cry.”

Hurt called the airlines and got in touch with Sarah Rowan, a customer service agent who is fairly new on the job. Rowan heard the distress in Hurt's voice, and vowed to track down the bag in time for her. It was already late at night, so Hurt didn't have high hopes.

In the morning, though, Hurt found that Rowan came to her rescue. The bag had been left on her porch with a sweet note.

"Sorry for the delay getting your bag to you,” Rowan wrote. “Myself + my Southwest family are thinking of you + wishing you all the best. Kick that cancer’s BUTT!”

The bag arrived on a different flight at around 2 a.m. in the morning. Courier service had already wrapped up for the night, so Rowan looked up Hurt's address and drove it over herself.

“I looked up her address, and it was about 25 minutes from where I live,” Rowan said to the HuffPost. “Me getting the bag to her was more important than getting into bed half an hour earlier.”

Hurt says she broke down in tears when she read Rowan's note. “I don't know you, but THANK YOU! You give new meaning to the words 'exceptional customer service,'" Hurt wrote in a shout out to Rowan on her Facebook page.

Rowan completely understood what Hurt was going through. “My father passed away from effects of chemo, so I know in that situation things aren’t easy,” she said. “I know how much little things mean to people when things are already going so rough.

Southwest is proud of their new employee. “We are very proud of Sarah’s kind, compassionate actions that represent the best of Southwest Hospitality and the legendary customer service that our wonderful employees aim to deliver every day,” said a spokesperson for the airline.

Hurt and Rowan finally met face-to-face at the Pittsburgh airport. “I clicked with Stacy instantly,” said Rowan, according to the Huffington Post. “She exudes positivity and is such a wonderful person.”

Source: HuffPost
Photos: YouTube, Stacy Hurt via People, KDKA

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