July 2024 Employees of the Month: Stranded family gets a helping hand from team of MIA employees

A group of six employees from the Miami-Dade Aviation Department (MDAD), Miami-Dade Police Department (MDPD), and American Airlines teamed up on the fly last month to help a woman and her two small children who had been stranded at Miami International Airport for three days after missing their connecting flight.

The family of three had arrived from Newark, New Jersey but were unable to make their connecting flight to their home country of Venezuela. They also had little documentation to travel and not enough money for food or a hotel.

After learning about her situation, MDAD Senior Operations Agent Melissa Hernandez contacted American Airlines and MDPD for assistance. MDPD Officer Megahar responded with compassion and understanding, even giving the woman cash for food, stickers, and a coloring book for her children.

Hernandez also coordinated with American Airlines Customer Service Managers Maria Simone and Jesus Cruz to explore the possibility of helping the woman and her children obtain the necessary documents for travel or secure hotel accommodations for the evening. At the same time, MDAD Operations Specialist Yanelis Olbera cut her shift break short and spent time attending to the woman’s children, who were visibly tired and distressed. While continuing to manage his regular assignments, MDAD Operations Agent Erick Montealto assisted the woman by storing her two large suitcases in MDAD’s offices so she wouldn't have to drag them around while the team of employees worked on her arrangements.

Hernandez walked the family to a nearby MIA food court and graciously purchased them each a meal with her own money. Despite having finished her shift and being asked to assist when she was on her way home, Simone gladly stopped to help and was able to secure the family a two-night hotel accommodation with meal vouchers.

Olbera and Montealto stayed with them until they finished their meal and helped the woman call the hotel to arrange a shuttle pick-up from MIA. On the American Airlines side, Cruz had just arrived at work when he found out what was happening, and he immediately began arranging travel for the family.

“This story truly exemplifies what we mean when we say, ‘We are MIA,’" said Krizi Padilla, the MDAD Terminal Operations Supervisor who nominated the group to be Employees of the Month. “I am sure that this woman and her oldest son will never forget the actions of all involved today in making her situation a little bit easier. My heart is warmed by this magnificent display of kindness and compassion by all involved. I wanted to offer my sincerest gratitude to all of them for making this airport a better place and working hard to help our customers.”

Because of their compassion, teamwork, and customer-first attitudes, the group of employees was named MIA’s Employees of the Month for July 2024.