Southwest Airline employee personally delivers cancer patient's lost luggage

Jaromír Chalabala

Rowan, 27, had answered a customer call from a panicked Hurt, who had just flown from Nashville to Pittsburgh on a Southwest flight, according to an ABC News story this week.

Inside her suitcase were medication and special items like a rosary and lucky T-shirt that Hurt, who has colon cancer, planned to take to her chemotherapy appointment the next morning. Hurt, of Bridgeville, Pennsylvania, was diagnosed with stage 4 colon cancer in 2014 and remains on maintenance chemotherapy indefinitely. But her luggage remained on her previously booked connecting flight, which was rerouted back to Nashville due to mechanical issues.

"I had a lot of items in the suitcase that I needed and wanted for chemotherapy", Hurt told CBS Pittsburgh.

'I said, "I need that luggage".

So she took it upon herself to personally deliver the bag.

Hurt called Sarah a "true hero" and said she'll never forget the gesture. But when you're battling stage four colon cancer, this mix-up has the potential to be more than just an annoyance. However, when the bag finally arrived at the airport late that evening there was another problem: All of the couriers used by the airline to deliver bags were gone for the night.

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Hurt found the luggage the next morning with a handwritten note inside from Rowan, apologizing for the delay and telling her to "kick that cancer's butt".

The internet is going insane over a Southwest Airlines employee who went above and beyond.

Stacy sobbed when she saw her missing suitcase and what this stranger did on her own time to ensure that her personal belongings arrived before her treatment.

"I looked up her address, and it was about 25 minutes from where I live", Rowan told HuffPost.

She tells WPXI that panic quickly set in as she realized that the bag - which contained items she would need for an upcoming chemotherapy treatment - might not arrive before her appointment the next day.

'I was like, "Oh my God".

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Hurt says Sarah's kindness has restored her faith in humanity.

Hurt posted a picture of the note on Facebook after contacting Southwest Airlines to tell them about their employee's exceptional customer service.

'We are very proud of Sarah's kind, empathetic actions that represent the best of Southwest hospitality and the legendary customer service that our wonderful employees aim to deliver every day, ' Southwest said in a statement to ABC News.

The airline also sent Hurt a "swag bag" filled with travel necessities like a phone charger and earbuds.

As Rowan listened to Hurt, she was reminded of someone dear to her - her father, Frank Rowan, who died six years ago from complications with Hodgkin's lymphoma and leukemia, which he lived with for two decades. "You can't control cancer so you control the things you carry with you for good luck and make you feel safe".

She continued, "For her to pick up on what a hard situation this is and put my mind at ease and make me feel comfortable and to go through what she went through to get my luggage to me, she is an awesome person".

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