Helping Our Passengers and Pets: How Steve Thomas Went Above & Beyond

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Zoey the Seeing Eye Dog on the flight with her owner from Chicago to Colorado Springs.

A visually-impaired customer was waiting to board her flight from Chicago to Colorado Springs when her seeing eye dog, Zoe, became ill. Trans States ORD Base Manager, Stephen Thomas graciously stepped in to make the customer’s trip a positive experience. Read the customer compliment below:

When something or someone goes out of their way to make a positive impact, I have to share!

During a 30-minute layover from Chicago to Colorado, my dog Zoe became ill while guiding me to the gate. After TSA explained the procedure for cleaning up after Zoe, I was certain that we’d missed our flight. We were informed when we got to the gate that our flight was delayed. With more time on our hands, I thought it was a good idea to take Zoe to pet relief.

Upon our journey to the pet relief area, I realized that it was outside of security. I asked a gentleman coming off the escalator to confirm if the area was indeed outside of security. Stephen Thomas introduced himself and confirmed that it was. Because I wasn’t authorized to go outside of security, Steve took it upon himself to take Zoe to pet relief for me! When Steve and Zoe returned, he informed me that our plane would be boarding soon. We quickly placed Zoe’s harness back on and Steve escorted me all the way to my seat. He also gave me his telephone number and told me to call him anytime I am in O’Hare.

tsa ord base manager stephen thomas
Trans States ORD Base Manager Stephen Thomas.

Zoe and I have had our share of bad experiences while flying, but this was the opposite. In this exceptional circumstance when Zoe was sick, and we had a very tight connection, Steve made quite the difference. He really did not have time to do this, but he wanted to make sure it happened. He never treated me with pity as a blind person or grabbed my arm as Zoe was guiding (which so often happens in airports)! He just wanted me to make sure I didn’t miss my flight! 

Kudos to Steve for a job well done!

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