BIL Agent’s compassion makes local headlines

BIL Customer Service Agent Carol Castellano pictured above (middle) at a recent Customer Cup celebration.

In a case of mistaken airport-code identity, a passenger who meant to fly to take a cruise in Sydney, Australia (SYD) found himself booked for a trip to Sidney, Montana (SDY). Luckily, he also found himself in the care of Billings (BIL) Envoy Customer Service Agent Carol Castellano.

Like his “angel,” the passenger said, Carol rebooked his flight home to New York City, booked him a hotel in Billings, and even called the cruise line to reschedule his trip. Carol’s compassion was on full display and drew the attention of local news outlets who covered the story.

“Carol is a superstar,” said Envoy BIL General Manager Sidney Babin. “She’s our celebrity here at the station now, and it’s much deserved.”

Read more about Carol’s story and watch the video on

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