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Southwest employee personally delivers lost luggage and heartwarming note to cancer patient
13 August 2017, 06:23 | Kelvin Horton
Courtesy of Stacy Hurt. Stacy Hurt was diagnosed with colon cancer in 2014
Stacy was desperate to locate the missing luggage and called the SouthWest Airlines customer service desk, where she was connected with 27-year-old Sarah. She had been separated from her suitcase, however, when she was able to catch an earlier, direct flighthome. On the line was Stacy Hurt, who had just flown into Pennsylvania from Nashville to make it to her chemotherapy appointment the next morning.
On top of the hard battle against cancer, Hurt also takes care of her 11-year-old son, Emmett, who is disabled as a result of a rare chromosome abnormality. "I can't believe it", Stacy said.
Hurt explained to Rowan that the bag contained medication that helped her with the side effects of chemotherapy, such as anxiety and reflux.
"You are as handsome as what you did", Hurt told Rowan.
Ms Rowan assured Ms Hurt she would track down her luggage and when it eventually arrived at Pittsburgh International Airport around 2am, she knew it had missed the last courier and would likely not get to Ms Hurt before her appointment at 9am.
Sarah Rowan finally found the suitcase, but couriers were off by that time.
The bag arrived around 2am, right as Rowan had finished her shift.
Hurt wrote on Facebook that she cried when she read Rowan's note. "I just started getting very emotional, and I started to cry", said Stacy. It bore a note wishing her good luck at her appointment, which she posted on Facebook.
"I was like, 'Oh my God".
'For her to pick up on what a hard situation this is and put my mind at ease and make me feel comfortable and to go through what she went through to get my luggage to me, she is an incredible person'.
Stacy Hurt has praised a SouthWest Airlines worker for personally delivering her lost luggage at 3am.
'We are very proud of Sarah's kind, empathetic actions that represent the best of Southwest hospitality and the legendary customer service that our wonderful employees aim to deliver every day, ' Southwest said in a statement to ABC News.
For good measure, Southwest also reportedly sent Hurt a "swag bag" with a phone charger, earbuds and other travel-related goodies.
Hurt told Rowan she's going through 51 rounds of chemo. When you have cancer and you have chemo, this is the toughest thing ever'.
She continued, "For her to pick up on what a hard situation this is and put my mind at ease and make me feel comfortable and to go through what she went through to get my luggage to me, she is an unbelievable person".
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