At Phoenix Sky Harbor Airport, an elderly veteran named Henry accidentally booked the wrong flight while trying to travel to Tucson. Henry has dementia and was unable to correct the booking mistake on his own.

Natalie F., an agent with Southwest Airlines, recognized the error and contacted the U.S. Department of Veterans Affairs to request assistance for Henry. A VA worker agreed to drive from Tucson to Phoenix to pick him up. Natalie stayed in contact with the VA worker until Henry was safely picked up and taken to Tucson, his intended destination.

The Phoenix Navigator coordinator nominated Natalie for recognition due to her assistance in resolving the issue. Additionally, the airport is offering a free workshop for caregivers of individuals with dementia. The workshop will focus on planning and navigating air travel, and it is scheduled for Wednesday, July 16, from 10 a.m. to noon.

Source: Phoenix Sky Harbor Airport

Source Type: Airport

Source Location:

Tucson, AZ

3400 E. Sky Harbor Blvd., Phoenix, AZ

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