On Saturday, May 25th, a passenger from Guatemala, Maria was lost and disoriented, wandering around Terminal D until a Prospect agent escorted her to Terminal C where her connecting flight was departing. Ana Alfonso discovered Maria and quickly recognized she was in distress. Ana attempted to calm her down and contacted CX Supervisor, Sandra Rios. Despite their efforts to assist her, Maria became agitated and violent and refused to cooperate with AA staff and DPS officers. The police arrived to assist. DPS, Ana and Sandra all escorted Maria to Gate C6, where her flight was departing. Ana and Sandra accompanied Maria to her seat on the plane, but after a lengthy conversation, she declined to sit down and refused to travel. As a result, she was escorted off the plane. Ana and Sandra stayed with Maria throughout the situation, demonstrating patience and empathy as they attempted to calm her and communicate with her in Spanish. They eventually managed to escort her to a safe location, a Prospect Office, where she could wait until her family was contacted. AA Leadership and DPS expressed their gratitude for Ana and Sandra's collaboration and assistance in handling this sensitive situation.
