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

More posts

02.23.24 / Come grow with us! Envoy welcomes experienced pilots to open house event

02.23.24 / 60-Second Interview: Maima Blackwell-Duckett

02.22.24 / Staying Safe in IND

02.21.24 / From Miami to Ocho Rios, With Love

02.16.24 / Celebrating International Black Aviation Day with founder Casey Grant