Grace Under Pressure: Winnipeg Airport Info Desk Duo Reunites Passenger with Lost Bag

In the nonstop pace of an international airport, calm is often in short supply. But at Winnipeg Richardson International Airport, two employees have turned composure into an art — and recently, into a lifeline for a distressed traveler.

Customer Service Representatives Agnesa Alimehaj and Aishwarya Rani, stationed at the airport’s Information Desk, are no strangers to chaos. From fielding thousands of inquiries on a daily basis, to handling accessibility services and lost property reports, they serve as the first point of contact for countless travelers navigating the high-stress environment of the airport.

But one recent case stood out — a was passenger in tears over a missing carry-on bag that had vanished during a particularly hectic leg of her journey. Containing valuable and deeply personal belongings, the bag’s disappearance could have spelled disaster. However, thanks to Agnesa and Aishwarya, it became a story of swift action and genuine care.

The pair immediately launched into action, coordinating across departments, tracing the passenger’s route through the terminal, and reviewing all potential touchpoints. Their efforts paid off: the missing carry-on was found intact.

But the story didn’t end there.

Realizing the passenger had already left the city, the duo took it upon themselves to ensure her belongings were returned — arranging for the bag to be shipped directly to her via FedEx. That extra step, though outside the typical job description, made all the difference.

The passenger, overwhelmed with relief, offered a heartfelt thank-you, praising both CSRs for their professionalism, empathy, and unwavering support during a stressful ordeal.

In recognition of their efforts, the Winnipeg Airports Authority issued a formal commendation, stating:

“We are so proud of your dedication and hard work — your efforts do not go unnoticed. Keep up the great work!”

The moment is a testament to the power of great customer service — not just as a job, but as a mindset. In a space where travelers often feel lost, confused, or overwhelmed, Agnesa and Aishwarya provide something rare: clarity, compassion, and results.

Their story reminds us that behind every flight and every terminal gate are people — and sometimes, it’s the people behind the desk who make the biggest difference.