February 2026 Employees of the Month: Trio of employees praised for “outstanding compassion” shown to elderly traveler

Deborah Farrell Saldenha was departing from Miami International Airport with her 84-year-old father on Christmas Day when her flight plans had a challenging diversion. They were flying on standby but were unable to board because the flight was full. The airline booked them on another flight, but the carrier was located on the opposite side of the airport.

To make matters worse, her father walks with a cane because of a knee replacement and has other significant medical challenges, including a recent triple bypass surgery and mild dementia. As Saldenha and her father made the long trek across concourses, she tried to schedule wheelchair assistance for her father but was unsuccessful.

Eventually, when her father needed a break from walking, she had to leave him seated alone in a concession area so she could continue searching for help. That’s when she reached the Caribbean Airlines check-in counter and found Caribbean Airlines Supervisor Caridad Formeza, DAS wheelchair attendant Norma Ferraz, and Swissport agent Jennifer Hernandez. They came together to assist her father by securing a wheelchair and ensuring he was safely transported.

“Upon learning of our situation, Caridad took immediate ownership and ensured assistance was arranged,” said Saldenha. “Norma walked a considerable distance to retrieve my father and safely brought him back in a wheelchair. Jennifer and Caridad worked together with patience and professionalism to secure our seats, and Norma remained with us throughout the boarding process, ensuring my father’s comfort and safety. Their actions went far beyond routine customer service. In a moment when we felt vulnerable, they showed empathy, urgency, and humanity that restored our faith and transformed a traumatic experience into one marked by dignity and care.”

Because Caridad, Norma, and Jennifer went above and beyond to demonstrate outstanding compassion, customer service, and the “I AM MIA” spirit, they were named MIA’s February 2026 Employees of the Month.