I just wanted to take the opportunity to give a huge thank you to Ms. Ross [TSA Officer Hazel Ross] and the other TSA team members who assisted me with my husband. It seemed like everything that could go wrong did, but she was definitely a shining star in a very bad day.
I requested help for my husband with his urinary ostomy pouch and screening. We were contacted the morning of the flight by Ross at Raleigh-Durham International Airport (RDU). She met us at the gate, had already gotten our boarding passes and baggage check ticket for us. She took him in the wheelchair through screening and to the gate. She was absolutely delightful, and she made the entire process uncomplicated.
This is the first time my husband has flown with his ostomy pouch, and we were both very nervous. She was so professional and genuinely kind. She told me that she has worked the morning shift at RDU for 18 years and that she loves her job; that was very obvious in her demeanor.
She also called me the morning after our flight to check to see if we had any problems during our trip and to wish us a pleasant visit with family. She is definitely a wonderful representative of your organization. I also want to compliment your special assistance program.
The RDU TSA team will be in our thoughts and prayers. When you encounter a struggle in life, I hope someone responds with as much care, competence and compassion as you guys did with us.
Thanks again for being a world-class team!
By Wayne Carey, TSA Strategic Communications & Public Affairs