by Karla Brandau, CSP

As I turned to thank the young man, the tall severe-looking TSA worker scowled at me. The look in her eyes said, “Don’t you dare think about reaching back through that security scanner.”

His eyes connected with mine and he said, “You’re at Gate B-42.” Then he waved.

This kind gesture made by a complete stranger with a ‘get things done’ attitude was a Christmas gift I will never forget.

On the way to Dulles International Airport, the realization that I had left the power cord to my computer in the meeting room at my client’s site made me turn around, return to the hotel, retrieve my cord and then race to Dulles airport to make my flight.

Murphy’s law was in full swing as I hit slow traffic, made a wrong turn, and refueled the rental car.

Frantically, I made my way through a jammed lobby to the Kiosk for check in. I put my credit card in the kiosk machine and got a message that made my blood pressure rise, “See clerk. Cannot process request. You must check in 30 minutes before your flight.” The time was 29 minutes until my flight. Airport time frames are unforgiving. I had to be on this flight. It was the last plane out that day to my destination.

With fear in my face, I tried to explain my plight to the airline worker behind the counter. She was not worried about my urgent problem, she was only concerned that I took my proper place in line. Waiting in line were two men who in a gentlemanly way, listened to my plea to make the flight and let me be first in line. When it was my turn, the attendant who made sure I was in that line, left the counter for a break.

I was frantic. I looked to my left and a young man was helping another woman at the kiosk. There were no other people in his line so I hurried over to the kiosk next to him and once again inserted my credit card. Yes, the same error message came up and as calmly as I could, I said, “This machine says I need to see you.” With a twinkle in his eye, he said, “Oh, you must owe me money or something.”

When he pulled up my reservation, his face took on a determined look and with a resolute tone of voice, he said, “We’ve got to get you on this flight.”

In seconds he had my bags tagged and on belt with a priority tag attached. Then he jumped from behind the counter, announced to everyone that he would be gone for a few minutes, grabbed my carry on luggage and started running and weaving his way through the crowded terminal for the security screening area, all the time yelling at me to follow him and keep up. He ran to a special screening booth, put my carry-on items on the belt while I removed all outer garments and my shoes. After I passed through the screening equipment, I looked back to thank him. He stood triumphantly and said, “You’re at Gate B-42.”

I retrieved my carry-on luggage and ran for the gate, sorry that I was not in better shape and thankful for the escalator so I could catch my breath. When B-42 came into view there was a single man standing at the boarding pass scanner. “You must be going to Salt Lake.”

I made the flight, I made my next engagement, and I made up my mind that I would to treat others with the same consideration this young man extended to me.

His gift of superior customer service was a gift I can never repay. But his attitude of going the extra mile was contagious and I will pass it on.