December 2025 Employee of the Month: Airline customer service coordinator assists traveler with hearing impairment
Last month, American Airlines Customer Service Coordinator Hazieda Modikhan was asked by Transportation Security Administration Supervisor Luciano Castaneda to assist a passenger with a challenging situation. The passenger arrived at the TSA checkpoint with oversized bags that could not fit into TSA’s screening equipment and needed to be checked. When Castaneda and a TSA officer tried to explain, they discovered that the traveler had hearing and learning disabilities and no family support. They then escorted the passenger to the American Airlines check-in counter, which is where Modikhan jumped into action.
She found a way to effectively communicate with the passenger and arranged for the passenger’s checked luggage to be transferred to an earlier flight. She also worked with her supervisors to secure a seat closer to the front of the plane for ease of travel. She ensured that the flight crew was informed about providing the passenger with extra assistance, including the supply of a wheelchair upon arrival in their home country.
Modikhan personally coordinated with the wheelchair agents to ensure the passenger would be escorted to the gate promptly, and she also helped re-pack the passenger's items for check-in. Throughout this process, Modikhan ensured that all the passenger’s needs were met, and that they felt supported and comfortable during an otherwise stressful experience.
It is with great pride that I write this letter to acknowledge Ms. Modikhan’s extraordinary contribution to this situation. Her actions embodied the true spirit of customer service—showing care, compassion, and professionalism in every step. She handled a demanding situation with grace, patience, and a deep sense of humanity. Instead of simply fulfilling the basic requirements of her role, Ms. Modikhan went well beyond what was expected. She delivered exceptional service with a level of understanding and empathy that left a lasting impression on all involved. Her actions reflect the very best of American Airlines and MIA, and she is a true asset to both organizations.
Because Modikhan went the extra mile with empathy and compassion for a traveler in need, she was named MIA’s December 2025 Employee of the Month.