20:15 PM

August 2022 Employee of the Month: Airline agent reunites runaway toddler with mom

Amid the hustle and bustle of Miami International Airport’s Concourse D, which serves more than 90,000 passengers daily, a three-year-old toddler wandering around by herself caught the eye of American Airlines Customer Service Agent Doreen Osa one morning last month.

After Doreen took custody of the child near gate D26, she contacted her supervisors, Miami-Dade Police, and Transportation Security Administration personnel to request their assistance. After an extensive search for the girl’s guardians, her mom was found near gate D36 and the two were happily reunited before their flight.

This wasn’t the first time Doreen’s watchful eyes and ears helped to prevent a potential disaster. A few months ago, she also reported a passenger who made a bomb threat comment to another customer service agent, which led to the passenger’s arrest.

Because of Doreen’s actions to keep MIA’s customers and employees safe, she was recognized as the airport’s August 2022 Employee of the Month.