A Small Act That Made a Big Difference

LEADING WITH CARE IN WINNIPEG

Sometimes, what stands out most in a workday isn’t what we plan for, but how we respond in the moment. That’s exactly what happened when three of our team members, Alex, Agnesa, and Claudia, came together to help a passenger in need.

Alex was outside near the terminal, managing carts, when he noticed an elderly woman standing alone by the curb. She looked uncertain, so he approached her and gently asked if she was alright. She explained that she was blind and waiting for a medical shuttle to take her to an appointment. Since she couldn’t see what the shuttle looked like or where it would stop, she had no way of knowing when or how to board it.

Alex stayed with her to make sure she wasn’t alone. A few minutes later, a shuttle arrived, but it didn’t stop. It drove right past.

Not wanting to leave her in that position, Alex guided her back into the terminal to the information desk. That’s where Agnesa stepped in. She immediately contacted the shuttle company, explained the situation, and arranged for another vehicle to be sent.

When the second shuttle came, the same thing happened. It passed by without stopping.

At this point, most people would be frustrated, but the team stayed calm and focused. Agnesa called the shuttle service again. This time, the company asked if the passenger could sit on a bench in the sun to make herself more visible to the driver.

Alex and Claudia, both knew that standing or sitting in direct sunlight wouldn’t be comfortable for her. So, they helped her find a nearby spot in the shade, close enough to the curb, and waited with her. Claudia and Alex kept her company, while Agnesa continued coordinating with the shuttle service behind the scenes.

Thankfully, the third time was the charm. The shuttle finally arrived and stopped where it should. Claudia and Alex helped the woman get on board safely, making sure she was comfortable and ready for her trip. Throughout the whole experience, they never left her side.

This was a moment of true care. No one asked them to do it. There was no spotlight. Just three team members who saw someone struggling and worked together to make sure she got the help she needed.

Thank you to Alex, Agnesa, and Claudia for showing what real customer service looks like. You made a real difference, and we’re proud to have you on the team.