Seconds count in a medical emergency, and Envoy Customer Service Agent, Lori Richardson didn’t waste a single one when someone needed help in Eugene, Oregon (EUG).

After a customer traveling on another airline collapsed from a medical issue , Lori reacted instantly. Lori stepped into the crowd, began lifesaving CPR, and kept providing first aid until emergency medical technicians arrived on scene.

Lori’s care didn’t end when the EMTs took over. She stayed by the side of the individual’s family members, offering them comfort and support in the aftermath of the incident.

Because of her quick thinking and selfless actions, Lori received a Real American Hero award – an honor that comes with a $1,000 award (as Recognition Platform points) and a signature hero cape. She was also recognized by her local community and received an award from the Trauma Intervention Program of Lane County, Oregon.

Julian Rojas, Envoy EUG General Manager shared “The care and willingness to step in and help another airlines passenger is exactly what I would expect from the Envoy employees here at EUG. It was an honor to celebrate Lori’s dedication and quick response with the Real American Hero award.”

Congratulations, Lori! Thank you for embodying the true spirit of service and care and serving as a true champion of our Safety Culture.

The Real American Hero program is a special recognition program for employees of American and its wholly owned subsidiaries to recognize those who go above and beyond during a medical emergency at work. Nominations are submitted by coworkers and awards come with a $1,000 prize (awarded as Recognition Platform points) and a very special hero cape.