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January 2023 Employee of the Month: 30-year airline agent keeps going to help travelers with special needs

After 30 years of working for several airlines as a passenger service agent and manager, Carlos Rojas Lollet took a leave of absence because of a serious medical condition. After recovering and contemplating retirement, Carlos returned because he missed the job he loved – providing customer service to passengers at Miami International Airport, including those with their own medical and mobility challenges.

Since then, Carlos’ decision to return to MIA as a customer service agent for World Atlantic Airlines has benefitted hundreds of passengers, including an elderly traveler who recently suffered a panic attack at the airline’s ticket counter. When Carlos noticed the passenger was not feeling well and was not traveling with a companion or family member, he quickly called for a paramedic.

Carlos consoled the passenger by telling her he would not leave her side and would call her daughter to let her know what was happening. After the paramedic treated and released the passenger, Carlos called her daughter again so she could let her know she was OK. When the passenger’s flight to Punta Cana got delayed, Carlos ensured that the passenger received a meal voucher and that she felt well enough to travel. Until the flight departed, he called the passenger’s daughter several times to update her about the flight and her mother’s condition. He also arranged for the flight’s crew members to provide her with special assistance on the flight and in Punta Cana upon arrival.

Because of Carlos’ tireless dedication to helping passengers in need even after 30 years of service, he was named MIA’s January 2023 Employee of the Month.


To request materials in accessible format, Sign Language Interpreters, CART services and/or any accommodation to participate in any Miami-Dade Aviation Department (MDAD) public meetings and events please email the ADA Office at ADAcoordinator@miami-airport.com or call the office in 305-876-7747 five days in advance to initiate your request. Persons who are deaf or hard of hearing may also call 711 (Florida Relay Service).