In a world of tight schedules, digital check-ins, and automated systems, there’s always the irreplaceable value of a trained team of professionals  who care—someone who sees the traveler behind the boarding pass and chooses to do more. And that’s exactly what Miami Envoy Air Customer Assistance Representative Aura Cubillos did last month for an elderly passenger who found themselves in a stressful situation.

Because the customer’s arrival was delayed, the 81-year-old passenger and her carry-on pet missed her two connecting flights from MIA. Despite the circumstances, Aura’s calm demeanor and unwavering compassion made an impression on the passenger.

Instead of taking the easy route of providing directions, Aura personally guided the elderly passenger and her small pet through multiple gates, searching for any available flight that could get them closer to home. Refusing to leave the traveler stranded, Aura stayed by her side every step of the way, ultimately taking her to the rebooking area until she was confirmed on a same-evening flight to Dallas–Fort Worth (DFW). Thanks to Aura’s persistence and care, the passenger was able to catch her early-morning connection to Santa Fe, New Mexico (SAF), turning what could have been a stressful overnight delay in Miami into a smooth continuation of her journey.

In an appreciative email to the MIA team, the customer wrote “I realize this is her duty, but it really impressed me that Aura didn’t just shrug her shoulders and take the easy solution for me to stay overnight at MIA. “That would have eaten up another long day. Yes, it’s part of the job, but I appreciate the personal effort she put into it.”

Because Aura turned a difficult day into a manageable one and left a lasting impression of care and empathy she was named MIA’s October 2025 Employee of the Month. Kudos to Aura Cubillos for reminding us exactly what customer service looks like when it truly counts.