November 2024 Employee of the Month: TSA Officer assists stressed-out traveler who missed their flight

What started out as a routine call about a passenger who didn’t have proper identification for the security checkpoint turned into a lot more for TSA Officer Gilbert Leroy.

The passenger with the missing identification was extremely stressed and was desperate to board the plane with his family. Unfortunately, the passenger missed his flight after the TSA finally confirmed his identity, causing the passenger’s stress level to climb even higher. Gilbert pulled the passenger to the side to calm him down and explain to him that even though he missed his flight, he might still be able to rebook and travel the next day.

This is when the passenger explained that he was in a panic because he had no access to money, he was struggling with mental health issues, and the medicine he needed was with his family that just departed.

Gilbert continued to calm the passenger and help him find a solution. The passenger was able to call a distant relative and ask for help, but the relative didn’t believe him. Gilbert asked to talk to the relative and explained the situation to remove their doubts. They booked the passenger on a flight the following day, which put the passenger at ease.

After Gilbert walked the passenger to the ticket counter and helped him check in for his flight, he went the extra mile and walked the passenger to the food court to buy him enough food for the rest of the day and the next morning. There were a few points when the passenger had emotional outbursts, and Gilbert’s co-workers were ready to call law enforcement, but Gilbert was able to de-escalate the passenger each time.

“Gilbert showed compassion, patience, and empathy,” said TSA Supervisor Lindin Loubeau. “He treated the passenger with respect and dignity. I was beyond proud of him that day. Thank you for the lesson in humanity, Gilbert!”

Because of his compassionate customer service, Gilbert was named MIA’s November 2024 Employee of the Month.