Transportation Security Administration (TSA) Supervisor Robert Colón and TSA Officer Alexander Guzman faced a challenging situation recently at their checkpoint when a frantic elderly female passenger approached them near midnight with only her boarding pass and no other form of identification to authorize her screening.
The passenger explained that she had already been screened but then returned to the pre-security area to ensure her checked baggage successfully made it to her connecting flight. Instead of taking her purse and carry-on luggage with her, she had left them with another passenger she had just met while sitting in the concourse.
Colón decided to help the passenger by obtaining as much information as possible about what gate area she was sitting at. Still, the passenger was confused and could not clearly remember. Colón made several trips to the six gates near the security checkpoint, informing travelers about who may have the elderly passenger’s carry-ons. After nearly two hours of searching without success, Guzman stepped in to help the anxious traveler try to remember more details about the other passenger she had left her belongings with. When the passenger told Guzman she remembered that the other passenger was traveling to Los Angeles, he went to the gate of the only flight departing to LAX that morning, but he still could not find the other passenger.
When Guzman returned and asked the elderly passenger more questions, she remembered the other traveler wearing a brown jacket. Guzman set out again in search of the mystery traveler and remained in contact with Colón and the elderly passenger by cell phone in case she remembered more details. Guzman noticed a woman with a brown jacket draped over a carry-on bag this time. When Guzman questioned the passenger, she confirmed she was holding the carry-on and purse for the elderly traveler who never returned. When Guzman returned with the traveler’s purse and identification, she was so relieved that she broke down in tears. Guzman and Colón then assisted the passenger through the screening process and escorted her to the other passenger with her belongings, and they were both relieved to see each other again.
“I want to give complete credit to TSO Guzman because of his persistence in helping the passenger and his willingness to keep searching when it seemed fruitless, after so many attempts,” said Colón. “Also, I want to mention good teamwork, observation skills and coordination were elements that helped resolve the situation immensely.”
For their tireless efforts and compassion to help a passenger in desperate need, Colón and Guzman were named MIA’s May 2024 Employees of the Month.
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