Krystal L.
Google
This morning, we were scheduled to fly from Fort Myers to Detroit on Flight 2043. Unfortunately, TSA did not open in time for passengers to make the flight. While I understand that TSA agents have a challenging job dealing with the public in high volumes, a certain agent was being flat-out rude. Hearing comments such as, “you should have been here at 3am; cause we were open", "I can't make any promises" when people were asking if they were going to miss their flight. It just wasn't helpful; especially when a large number of passengers had arrived on time and TSA did not open the gates until around 4:50 a.m. Boarding began at 5:20 a.m. and there was more than one flight that was boarding at 5:20 to leave at 6am. That said, a couple outstanding employees completely turned the situation around for us. Instead of adding to the stress, they took the time to listen, keep us calm, and genuinely help. I few I would like to recognize are Jerry (RSW Red Coat). He was incredible with everyone in line, walking up and down answering questions and calming peoples nerves. He was very patient, reassuring, and professional. Although we did miss our original flight, Jerry assured us that we would still be able to leave this morning. When we arrived at Gate C8, a set of agents noticed the situation and waved me over immediately. Jonathan (RSW Red Coat) took care of us right away, added us to a new flight, and printed our boarding passes on the spot. Shortly after, I ran into Jerry again. He remembered me from the line, made sure we were all set before heading on his way, and told us he would be at our gate shortly if we had any questions. These men's actions instantly relieved an extremely stressful situation and made a difficult morning much easier for us. Thank you a thousand times to the staff who truly went above and beyond. You are appreciated more than you know, and thank you for all that you do. ❤️😊