A couple from Jacksonville, FL had just enjoyed a lovely vacation in Cancun, Mexico. Their flight had a layover in Houston. However, Houston was having bad weather which caused their flight to be delayed, again and again and then finally cancelled.

Upon arriving in Houston, they rechecked their bags for their connecting flight and didn’t foresee the flight cancellation.

“We did not think to remove much needed medicines from our luggage. This was a major mistake on our part,” the customer states in a feedback letter written to the airport system. “We decided to reach out to the United Club service staff for assistance. We explained the situation to Kim Shockley and Linda LaSalle. Both were sympathetic to our plight and expressed their desire to do whatever they could do to assist us, and that is exactly what they did. They were so gracious and caring, they even invited us to stay at their homes!"

Shockley rebooked the couple on a new flight and went to the baggage area under the terminal to find the bags. With the couple’s permission, she brought them their much-needed medicine. Because Shockley’s shift was over, she asked Canda Flores to assist the couple as needed with their connecting flight.

“Both Canda and Kim kept in touch with us over the night and early next morning to let us know current flight status and to make sure we did not miss our flight. All three United employees made us feel safe, cared for and more than just passengers traveling through their airport and city. They treated us with respect and like we were family. They were professional and knowledgeable but their kindness and generosity was exemplary. We cannot thank them enough.”

Flores and Shockley were recently presented with a certificate of recgonition for their Houston Friendly spirit.