Southwest employee personally delivers lost luggage and heartwarming note to cancer patient

Flying home from Nashville to Pittsburgh on a rerouted Southwest Airline flight, Stacy Hurts suitcase was misplaced in transit. To top it all off, the purse contained essential items for her 9 a. m. chemotherapy appointment the next day.

Hurt, who has been battling colon cancer since 2014, naturally panicked and phoned the airline.

Traveling, late nights, a cold, and chemo don’t mix #toughness #stillsmiling

A post shared by Stacy Hurt (@ stacy_hurt) on Jul 24, 2017 at 1:55 pm PDT

I had a lot of items in the suitcase that I needed and wanted for chemotheraphy, ” Hurt told CBS Pittsburgh . One of them was medication. But many of them were personal items to me. I merely started get very emotional, and I started to cry.


Though Hurt didnt know it then, there was a guardian angel on the other line: Sarah Rowan, who had been working as a customer service agent for Southwests Pittsburgh office for only six months.

Despite the frustrating situation, Rowan told ABC News that Hurt was as sweet as can be on the phone, and immediately empathized. Rowans own father, Frank, passed away from complications with Hodgkins lymphoma and leukemia in 2011.

He was the strongest man Ive ever known, Rowan told People. A lot of what I see in Stacy is what I assured in my daddy. I felt a very strong connection with her from the start.

Thought the night was getting late, Rowan promised to situate the luggage by morning. Around 2 a.m ., Hurts bag arrived at Pittsburgh International Airport, but messengers had already left for the night.

I looked up her address, and it was about 25 minutes from where I live, Rowan told HuffPost. Me getting the container to her was more important than get into bed half an hour earlier, said Rowan, so she drove it there herself.

The next day, Hurt awoke at her home in Bridgeville to find her suitcase on her porch with a heartwarming note.


Sorry for the lag getting your purse to you. Myself and my Southwest family are thinking of you amd wishing you all the best. Kick that cancers BUTT! Rowan wrote.

Sharing the photo on Facebook, Hurt wrote that this unexpected act of kindness moved her to tears. Hurt afterwards told People she felt compelled to share this story to remind her fellow cancer warriors of all the good people out there who have their backs. Southwest also commended Rowans compassion.

We are very proud of Sarahs kind, empathetic actions that represent the best of Southwest hospitality and the legendary customer service that our wonderful employees aim to deliver every day, the airline said in a statement to ABC News.

Weeks afterward, on August 9, the two new friends met for the first time where it all began, at Pittsburgh International Airport. She only typify everything good, told Hurt.

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