May 2026 Employee of the Month: MIA employee ensures that foreign traveler doesn’t get lost in translation

Last month, a traveler from Casablanca, flying alone for the first time, missed her connection at Miami International Airport to Columbus, Ohio. She was subsequently rebooked, but that flight didn’t depart until nearly 17 hours later. Even more challenging, the traveler spoke and understood only Arabic and had no cell phone to contact her daughter, Hakima, who was waiting for her in Columbus.

After waiting at the airport for her mother to arrive and not being able to contact her, Hakima was distressed and feared she was lost and alone in Miami. She went to work the next day and explained the situation to her supervisor. She and her supervisor contacted the airline, the local police department, and MIA in search of answers, which led them to MIA Operations Senior Agent Pamela Coney.

“Pamela’s actions went far beyond normal expectations and exemplified the highest standards of customer care and humanity,” said Hakima’s supervisor, in an email to MIA. “From the very beginning, Pamela took full ownership of the situation. She listened carefully, demonstrated genuine empathy, and treated the matter with urgency and seriousness.”

After receiving a photograph of Hakima’s mom taken before her flight, Pamela personally searched the airport for her. Because of her initiative and persistence, Pamela successfully located the traveler and immediately contacted Hakima.

With her supervisor’s assistance in merging the calls, Hakima and Pamela coordinated with an Arabic-speaking employee at MIA to assist her mom. Pamela then took the extra step of reassuring everyone that she would check on Hakima’s mom before she ended her shift to ensure her continued well-being.

“Pamela’s actions transformed a moment of fear and uncertainty into one of relief, reassurance, and trust,” Hakima’s supervisor wrote. “She did not simply follow procedure; she displayed outstanding judgment, compassion, and accountability while representing the organization at its very best. I strongly believe Pamela’s actions merit recognition. Her conduct reflects exceptional character, customer advocacy, and a standard of care that positively impacts both employees and passengers during their most vulnerable moments.”

Because of Pamela’s extraordinary care and compassion, she was named MIA’s May 2026 Employee of the Month.